Complaints procedure
Complaints Handling Procedure
At Car Leasing Contracts outstanding levels of service and exceeding customer expectations is what we pride ourselves on. If you have a complaint, we have highlighted below the process and what to do if you are not satisfied. It is our aim that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
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.
To register a complaint contact us by either: email salesteam@carleasingcontracts.com calling us on 0161 641 4111 or write to us at Carleasingcontracts.com, 32/33 Longwood Road, Trafford, Manchester, M17 1PZ.
To assist us, please provide the following information:
- Your full name and preferred contact details
- Your order or vehicle registration number
- Full details of your complaint
- Copies of relevant paperwork
- Photographic evidence of any complaint relating to vehicle damage/defects where applicable
- What you expect us to do to put things right
- Any other information that you think may be relevant
What we will do if we receive a complaint from you
The dedicated complaints handler at Car Leasing Contracts will try to resolve your complaint immediately. 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 always keep you updated of our investigations. We will send you an acknowledgement within five business days from us receiving your complaint.
The final response will be provided to you in writing, including our findings and the action to then take. We aim to send this final response within 10 business days of receipt of your complaint. The FCA requires that this final response must be sent within eight weeks of receiving the complaint.
