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Complaints procedure

Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, treated fairly and within an acceptable time frame.

The following process explains to you how we deal with complaints, our commitments to you and what remedy you have if you think your complaint has not been resolved to your complete satisfaction.

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 by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

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 providing our findings and the action to then take.

Our complaints contact details are:
Complaints Department
Yes Lease Limited
The Phoenix Works
500 King Street
Stoke-On-Trent
ST3 1EZ
Telephone: 01782 254444

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information.

  • •Your full name and preferred contact details
  • Full details of your complaint
  • Copies of any relevant paperwork
  • Photographic evidence of any complaint relating to vehicle damage/defects where applicable
  • Any other information that you think may be relevant

Please note: If you appoint a third party to act on behalf we cannot discuss any aspect of your contract with them until we receive your permission in writing or from your personal email address or in writing to the above address.

What we do if we receive a complaint from you.

Any complaint made either verbally or written will always be allocated to the most senior complaints handler. We will always aim to resolve your complaint immediately, however sometimes this may not be possible.

In all complaint cases we will implement the following processes.

Complaint Process

1.We will acknowledge your complaint usually within 24-48 hours and provide you with the name and title of the person handling your complaint via e-mail or telephone.
2.We will send you written acknowledgement within 3 working days of receiving your complaint.
3.Fully investigate your complaint with reference to other Yes Lease departments, Yes Lease staff and third parties where relevant.
4.Keep you informed and fully updated regarding any progress.
5.Discuss with you our findings and our proposed response.
6.Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority.

Adviser or Provider

Customers sometimes express dissatisfaction to us about their product provider/funder. In this instance, we will establish whether your complaint relates solely to the advice or service given by Yes Lease Limited or the service/performance of your funder/product provider or vehicle manufacturer. If unclear, this should not delay investigation and regardless of cause we will proceed with our own in house investigation. Your case manager will review this matter and take the complaint directly to the third party. In cases where third parties have clearly caused 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 their contact details.

Investigation

The complaint handler will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:

  • •Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

Eligibility

It is Yes Lease Limited’s 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.

Final Response

This will set out clearly the Yes Lease decision and the full reasons and findings for it. If any compensation is offered a clear method of calculation will be shown.

Where appropriate we are required to include details of the Financial Ombudsman Service together with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

  • •Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
  • Indicate whether we consent to waive the relevant time limits

Complaints 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:

1.Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
2.We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service (depending on the type of complaint)
3.Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
4.Provide the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service
5.Refer to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman or to the BVRLA Conciliation Service.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

BVRLA Conciliation Service

As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or Yes Lease Limited may refer any unresolved disputes to them.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution For Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Nationwide Vehicle Contracts will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.

You can send any complaint to the BVRLA in writing via:

Details should be submitted by email to: complaint@bvrla.co.uk

If you do not have access to email, details can be sent by post to:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

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