Do you have a complaint about Evans Halshaw Leasing?

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.  If you have an issue with one of Evans Halshaw's dealerships, please contact the dealership directly.

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.  

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 

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. 

Regulated complaints are:

• 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  

Regulated complaints are referred to our Regulated Complaints Team. The complaint will be formally acknowledged in writing and following investigation, a final response issued within 8 weeks.

The final response 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

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 

If regulated, you may be eligible to refer the matter to either the Financial Ombudsman Service or the BVRLA Conciliation Service.