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To help us investigate and resolve your issue with Evans Halshaw Leasing 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
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.
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:
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.
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:
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.
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:
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:
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
If regulated, you may be eligible to refer the matter to either the Financial Ombudsman Service or the BVRLA Conciliation 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