Complaints Procedure

Complaints Handling Procedure

It is the aim of CarSite Leasing to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:
email sales@carsiteleasing.co.uk
calling us on 0121 661 7385
or write to us at Vesey House, Wylde Green Road, Sutton Coldfield, West Midlands, B76 1QT

If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service or to the BVRLA Conciliation Service.

If relevant you can refer your complaint to the Financial Ombudsman Service - You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or CarSite Leasing may refer any unresolved disputes to them. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution For Consumer Disputes (Competent Authorities andInformation) Regulations 2015.

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from CarSite Leasing will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

Complaints Settled within 3 working days

If you have accepted our resolution to your complaint within 3 working days we will send you a “Summary Resolution Communication” in writing. It will acknowledge the fact that a complaint has been made, and that we consider the complaint to be resolved to your satisfaction. It will tell you that if you subsequently decide that you are dissatisfied with the resolution you may be able to refer the complaint back to us for further consideration or still refer the matter to Financial Ombudsman Service or to the BVRLA Conciliation Service – see above.