Complaints Information for our Customers

Complaints Officer Contact Details

How Bingham Motor Co. Ltd. T/A CC Leasing handles complaints

We aim to provide a high standard of service. If you are dissatisfied, please tell us so that we can investigate what happened and, where appropriate, put matters right. You may complain verbally or in writing and you do not need to use a special form or the word complaint.

You may ask another person to complain on your behalf. We may need evidence that they have your authority. If you need information in another format, a reasonable adjustment or additional support when communicating with us, please tell us.

On receipt of a complaint we will

Record the complaint and the date on which it was received.

Refer it promptly to the Complaints Officer or an appropriate senior manager.

Consider whether it concerns a regulated financial service, an unregulated matter, or both.

Investigate it competently, diligently and impartially, obtaining further information where necessary.

Assess the complaint fairly, consistently and promptly and consider appropriate remedial action or redress.

Communicate clearly and keep you reasonably informed of progress.

Complaints resolved by the end of the third business day

If we resolve your complaint to your satisfaction by close of business on the third business day following the day on which we received it, we will promptly send you a written Summary Resolution Communication.

The Summary Resolution Communication will confirm that you made a complaint and that we consider it resolved. It will explain that, if you later become dissatisfied, you may be able to refer the complaint to the Financial Ombudsman Service. It will also provide the Financial Ombudsman Service website, refer to further information available there, and include the applicable wording required by the FCA rules about referral time limits and whether we consent to a late referral.

Complaints not resolved by the end of the third business day

If your complaint has not been resolved to your satisfaction by that deadline, we will send you a prompt written acknowledgement. The acknowledgement will reassure you that we have received the complaint, explain that we are dealing with it and state the applicable deadline for our written response. We will also provide information about our complaints-handling process and keep you informed of progress.

Adviser, provider or quality of goods

We will establish whether your complaint concerns advice or arranging services provided by us, the conduct of a finance or product provider, the vehicle or other goods, or more than one of these matters. Any uncertainty will not delay our investigation of the matters for which we may be responsible.

If we have reasonable grounds to conclude that another regulated respondent may be solely or jointly responsible, we may forward the complaint, or the relevant part, to that respondent. We will do so promptly and tell you why, provide their contact details and continue dealing with any part for which we remain responsible.

Our investigation

We will consider the available evidence, the circumstances of your complaint, relevant legal and regulatory requirements, FCA and Financial Ombudsman Service guidance, and relevant decisions involving similar complaints. We will decide whether to uphold your complaint and what remedial action or redress is fair. We will explain our assessment, decision and any offer in a way that is fair, clear and not misleading. Accepted redress will be provided promptly.

Our response deadline

For most regulated complaints, we will send our final response as soon as possible and no later than eight weeks after receiving the complaint. Some complaint categories have different or shorter deadlines. Where a special FCA rule, direction, redress scheme or other legal requirement applies, we will tell you the applicable timetable.

Where relevant, this includes any special arrangements applying to motor finance commission complaints. Payment-services and electronic-money complaints may also be subject to shorter deadlines.

Final response

Our final response will clearly explain our decision and reasons. It will state whether we accept the complaint and, where appropriate, offer redress or remedial action; offer redress without accepting the complaint; or reject the complaint and explain why. Any accepted redress will be implemented promptly.

Where you are eligible to use the Financial Ombudsman Service, the final response will tell you that you may now refer your complaint to it if you remain dissatisfied. It will enclose the Financial Ombudsman Service's standard explanatory leaflet, provide its website address and include the applicable wording required by the FCA rules concerning referral time limits and whether we consent to a late referral.

If we cannot provide a final response within eight weeks

If the ordinary eight-week deadline applies and we cannot provide our final response within that period, we will write to you by the end of eight weeks. We will explain the reasons for the delay and when we expect to provide our final response. We will tell you that you may now refer the complaint to the Financial Ombudsman Service, enclose its standard explanatory leaflet, provide its website and include the applicable FCA wording concerning referral time limits and late-referral consent. We will continue investigating the complaint promptly.

Closing a complaint

We may mark a complaint administratively closed after issuing a Summary Resolution Communication or final response, or after implementing an agreed resolution. Administrative closure does not remove any right you may have to refer the complaint to the Financial Ombudsman Service, change the applicable referral deadline, prevent you from contacting us again, or remove any outstanding obligation to implement redress.

Regulated and unregulated complaints

The FCA complaint-handling rules apply only where their scope and eligibility requirements are met. We aim to investigate unregulated complaints to the same service standards where appropriate, but FCA deadlines and Financial Ombudsman Service rights do not automatically apply. We will explain the position and any alternative escalation route in our response. If a complaint contains both regulated and unregulated issues, we will identify and address each part clearly.

Complaints Information for our Customers

Financial Ombudsman Service

The Financial Ombudsman Service is a free and independent service. It decides whether it has jurisdiction to consider a complaint. Broadly, eligible complainants may include consumers, eligible micro-enterprises and small businesses, certain charities and trusts, and some individuals who have provided a personal guarantee or security. The detailed tests, including applicable dates and financial thresholds, are set by the FCA's DISP rules.

You will normally need to refer your complaint within six months of the date of our valid final response or Summary Resolution Communication. The Financial Ombudsman Service may be able to consider a later referral in certain circumstances. Our communication will explain the applicable deadline.

Financial Ombudsman Service contact details

Alternative Dispute Resolution

As a member of the British Vehicle Rental and Leasing Association, we are bound by its code of conduct and you may have access to its Conciliation Service. If the service applies to your complaint, the BVRLA can independently review the matter. Using the BVRLA Conciliation Service does not remove or delay any right you may have to refer the complaint to the Financial Ombudsman Service.

The BVRLA aims to resolve complaints within 30 working days. More complex cases may take longer, in which case it aims to keep the parties updated.