Complaints Handling Procedure

Step-by-step complaints procedure

If you're not completely happy with our service we'd like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.

When that happens we want you to tell us what went wrong so we can put matters right.

We want to:

• make it easy for you to tell us what went wrong;
• give your complaint the attention it deserves;
• resolve your complaint fairly without delay; and
• make sure you are satisfied with how your complaint was resolved.

The FCA defines a complaint to be any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, any person about the provision of, or failure to provide, a financial service, which:

• alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
• relates to an activity of that financial institution, which comes under the jurisdiction of the Financial Ombudsman Service.

 

How & where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person - call into our office at the address shown below. We are open Monday to Friday from 9.00am - 5.00pm

In writing - write to us at the address below and address your letter to The Customer Complaint Manager.

By telephone - call us on 0344 745 1818 during our office hours and ask for the Customer Services Department.

By email - please use the email address: centraladmin@centralcontracts.com

Central Contracts (S.O.T.) Limited,
Central House,
Trentham Business Quarter,
Bellringer Road,
Stoke on Trent,
Staffordshire,
ST4 8GB.

How long will it take?

We aim to resolve your complaint straightaway and we will confirm our resolution or continuing investigation within 3 business days of receiving your complaint. As soon as we have resolved your complaint we will issue our final determination letter.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on 0344 745 1818 and ask to speak to the person handling your complaint.

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service (depending on the type of complaint)
3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters) 
4. Provide the relevant details for the Financial Ombudsman Service and the BVRLA Conciliation Service

If we cannot reach agreement with you

If we can't agree a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

OR

• Issue our final decision letter which will explain our final position.

Using the BVRLA's conciliation service

The British Vehicle Rental and Leasing Association (BVRLA)

Central Contracts (S.O.T.) Limited is a member of The British Vehicle Rental and Leasing Association, a trade body for companies involved in leasing and renting cars, vans and commercial vehicles.

 

Our membership of the BVRLA gives our customers access to the BVRLA Complaints and Arbitration Service.  Details of how to use this service are given below.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Please see details from the European Commission website

Unresolved disputes may be referred to the BVRLA by either the customer or the member involved, however the member cannot initiate a complaint against the customer.

Details should be submitted by email to: complaint@bvrla.co.uk. Please complete and return our complaint form giving us authority to act on your behalf.

If the customer does not have access to email, details can be sent by post to:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
or
Fax: 01494 434499

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should 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 the Conciliation Service within 30 days.

What is covered under the Conciliation Service?

The Conciliation Service will investigate potential breaches of the Codes of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

Please note that Associate member complaints are not covered by the Conciliation Service as they do not adhere to a BVRLA Code of Conduct.

Refunds

Where the Conciliation Service finds in favour of the customer, we will look to ensure that any unjustified charges incorrectly raised by the member are refunded in full. The service cannot adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.

Compensation

The Conciliation Service does not have any jurisdiction to award compensation payments.

No restriction of rights

BVRLA members must comply with the rulings of the Conciliation Service. Use of the Conciliation Service does not restrict the rights of a complainant to pursue remedies through the courts. Customers are not obliged to retain a lawyer or legal advisor but may seek independant legal advice or be represented or assisted by a third party at any stage of the procedure.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Only complaints relating to our credit brokerage services should be referred to FOS.

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.

Or you can telephone on: 0800 023 4567

Or email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk

Version 2.2

To be reviewed quarterly