It is the aim of Evans Halshaw Leasing to provide the highest standards of service to every customer. This procedure explains how we will deal with complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction. Please note, the below procedure relates purely to Evans Halshaw Leasing. It does not relate to the Evans Halshaw dealership network, or any of our finance providers.
How to tell us if you have a complaint
To help us investigate and resolve your issue as quickly as possible, you can contact us in writing, via email, or via telephone. Our complaints details are:
Evans Halshaw Leasing
Sir Frank Whittle Road
Telephone: 0333 323 7070 [Option 2]
What information do we need?
In order for us to assist in resolving your complaint efficiently, it would be helpful if you could provide the following information:
Your full name and contact details
Your vehicle registration number (if you are already in your contract)
Full details of your complaint
Copies of the relevant paperwork
Photographic evidence where applicable (i.e., vehicle damage)
Any other information relevant to your complaint
What you expect us to do to put things right
Please note, if you wish to make a complaint on behalf of someone else, or you have appointed a third party to act on your behalf, we cannot discuss any details with them until we receive your permission in writing from the details we hold on file for yourself.
How to tell us if you have a complaint
Your complaint will be referred to the Department Manager as soon as possible. In the event the Department Manager is not available, or is involved in the subject matter of your complaint, your complaint will be referred to another Senior Manager within the organisation.
We will also:
- Acknowledge the complaint in writing
- Give details in our acknowledgement of the Financial Ombudsman Service and the case reference number allocated to your complaint
- Make contact with you to seek clarification on any points where necessary
- Fully investigate the complaint
- Keep you informed of our progress
- Discuss with you our findings and proposed response
It is our aim to send you our final written response within 14 working days but no later than eight weeks as required by the Financial Conduct Authority.
Advisor or Provider
Customers sometimes express dissatisfaction to us (the adviser) about their product provider. We will need to establish if your complaint relates to the advice or service given by us (the adviser) or the service/performance of your funder/manufacturer (the provider). If unclear, this must not delay investigation and regardless of the cause we will proceed with our own investigation. Your complaint handler will review this and take the complaint to the third party if appropriate. In cases where third parties have clearly cause the issue we will refer the matter promptly to the third party, providing you with a written explanation of why we have done so and provide their contact details.
Your case handler will work the relevant department manager to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
- Deal with complaints fairly and promptly
- Give complainants clear replies and, where appropriate, fair redress
It is our policy to treat all complainants the same, however certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
FCA Complaint Rules
- Made by, or on behalf of an eligible complainant;
- Relating to regulated activity;
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress, or material inconvenience
This will set out clearly Evans Halshaw Leasing’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown. Where eligible we must include details of the Financial Ombudsman Service and the British Vehicle Rental & Leasing Association (BVRLA) in our final response. If dealing with an eligible complainant and regulated activity we will:
- Explain that the complainant must refer the matter to the Ombudsman within six months of the date of our final response or the right to use this service is list
- Indicate whether we consent to waive the relevant time limits
Complaint 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:
- Refers to the fact you have made a complaint and informs you that we now consider the complaint to have resolved to your satisfaction
- We will tell you that is you subsequently decide you are dissatisfied with the resolution of the complain you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service
- Indicates if we consent to waive the relevant time limits (where we have discretion in such matters)
- Provide the relevant address for the Financial Ombudsman Service and BVRLA Conciliation Service
- Refer to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service
Closing a Complaint
We will consider a complaint to be closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service
I am not happy with your response
If regulated, you may be eligible to refer the matter to either the Financial Ombudsman Service or the BVRLA Conciliation Service.
Financial Ombudsman Service
If relevant then you can refer your complaint to the Financial Ombudsman Service. You must do so within six months of our final response or you lose the right to this service. We will provide you with the contact details of the Financial Ombudsman Service in our final response to you.
We will fully co-operate with the Ombudsman in resolving any referred complaints made against us and agree to be bound by any awards made by them. You can contact the Ombudsman by using the below:
The Financial Ombudsman Service
Telephone: 0800 023 4567 (free for most people from a fixed line) or 0300 123 1923 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
As a member of the British Vehicle Rental & Leasing Association (BVRLA), you or Evans Halshaw Leasing may refer any unresolved disputes to them.
All BVRLA brokers must adhere to their mandatory Code of Conduct, which is there to ensure the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information, and a complaint resolution service.
The BVRLA Conciliation Service will investigate breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute.
Based on the information provided by both parties, the BVRLA will provide both parties with its findings and recommendations.
You can send any complaint to the BVRLA through the following channels:
British Vehicle Rental and Leasing Association River Lodge Badminton Court Amersham HP7 0DD