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It is the aim of Pink Vehicle 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.
Your complaint will be referred to the Department Manager, as soon as possible. In the event that the Department Manager is involved in the subject matter of the complaint, your complaint will be referred to another member of the Senior Manager Team. We will also:
You will receive an acknowledgement of your complaint within 2 business days. We will let you have our final response as soon as possible and not later than eight weeks
The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
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. 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.
Written complaints should be sent to: Pink Vehicle Leasing Southpoint House, Harcourt Way, Meridian Business Park, Leicester, LE19 1WP
Telephone complaints can be made to: 0116 402 6500
Email complaints can be made to: email@example.com
We will endeavour to resolve your issue at the earliest opportunity; therefore, you should expect an acknowledgement of your complaint within 5 working days and a full written response within 28 days
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.
If you are not satisfied with a decision taken by Pink Vehicle Leasing in respect of a complaint, you may also contact the BVRLA Conciliation Services. Complaints vis the mention con be submitted via email to firstname.lastname@example.org or in writing to:
You can visit www.bvrla.co.uk for more information
If you have a regulated contract you maybe eligible to refer the matter to the Financial Ombudsman Service. You can visit their website, where you will find more information on how to make a complaint and well as making a complaint online by visiting www.financial-ombudsman.org.uk. You must do this within six months of our final response
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