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 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 Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.

What to do if you are not happy with our decision

Car Leasing Contracts is a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by Carleasingcontracts.com

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.

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
Or: Fax: 01494 434499

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

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

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

If you have any questions relating to our complaints handling procedure, please contact us on 0161 641 4111.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

Car Leasing Contracts is a trading style of VIP Gateway Limited Ltd. VIP Gateway limited is authorised and regulated by the Financial Conduct Authority 619198. We are a broker not a lender and our registered office is 32-33 Longwood Road, Trafford, Manchester, M17 1PZ. Our contract number is 0161 641 4111. All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.

Registered in England & Wales with company number : 08919886 | Data Protection No : ZA158071 | VAT No : 206689977

Registered Office : 32/33 Long Wood Road, Trafford, Manchester, England, M17 1PZ.