Complaints Policy
We regard a complaint as being:
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a 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/or
- relates to an activity of our firm, or of any other firm with whom we have some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.
Complaints Handling Procedure
It is the aim of Eco 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.
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, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.
To register a complaint contact us by:
- Email: info@ecovehicleleasing.com
- Telephone: 01527 222555
- Write to us at: Meridian House, Saxon Business Park, Bromsgrove, Worcestershire, B60 4AD
To help us to investigate and resolve your concerns as quickly as possible please provide the following information:
Your full name and contact information
- Full details of your complaint
- Your lease agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
What we will do if we receive a complaint from you
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 with details of our findings any actions undertaken.
If you are not satisfied with our resolution of your complaint:
Financial Ombudsman Service
If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter 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
The Financial Ombudsman Service can be contacted:
- Website: www.financial-ombudsman.org.uk/contact-us
- Helpline: 0800 023 4567
- E mail: complaint.info@financial-ombudsman.org.uk
If you have any questions in relation to our Complaints Handling Procedure, please contact us via email, telephone or in writing:
Email: info@ecovehicleleasing.com Telephone: 01527 222555 Or write to us at: Meridian House, Saxon Business Park, Bromsgrove, Worcestershire, B60 4AD