COMPLAINTS HANDLING PROCEDURE
The information set out herein summarises the complaints handling procedure of Corporate Leasing & Finance Ltd and has been designed to help you understand how we will deal with your complaint.
The purpose of this procedure is to ensure complaints handling is efficient, consistent and where applicable, complies with the regulatory requirements. Our aim is to treat customers fairly and to ensure our customers do not face any unreasonable barriers should they wish to make a complaint
How to make a Complaint
We endeavour to provide clients with an excellent service at all times and if anything goes wrong we seek to put it right swiftly. However, if you ever have any reasons to complain please write to:
Corporate Leasing & Finance Ltd, Chiralea House, Addington Lane, Trottiscliffe, West Malling, Kent ME19 5DN
Or email: firstname.lastname@example.org
When you contact us, please include the following:
- Your full name and business name
- A full explanation of the reason for your contact
- Should further investigations be required, and if you are happy to discuss the issue on the telephone, please provide a daytime contact number.
We shall acknowledge receipt of your complaint within 3 business days of receipt by us
We shall resolve your complaint and send you our final response within 4 weeks of receipt of your complaint. If we have not resolved your complaint within 4 weeks of receipt, we shall write to you explaining why we are not yet in a position to provide our final response. We shall explain the reason for the delay and let you know when we expect to be able to provide a final response.
When our investigation is complete, we will write to you:
- Explaining the outcome of the investigation
- Outlining the nature and terms of any offer of settlement which
we are prepared to make in satisfaction of the complaint or
giving the reasons for rejecting the complaint;
- Giving you the opportunity to provide us with further
information or documentation in support of your complaint.
We will also inform you that if we do not hear from you within
4 weeks from the date of our letter, we will consider your
Financial Ombudsman Service
If you are not satisfied with our suggested resolution, or if 4 weeks have passed since you first brought your complaint to our attention and it has not resolved, you have the right to refer your complaint to the Financial Ombudsman Service.
If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into and further information about this can be obtained from them directly.
You may contact the Financial Ombudsman Service as follows:
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, W14 9SR
Telephone: 0845 080 1800, Switchboard: 020 7964 1000, Main
Fax: 020 7968 1001
If you require any further information about our complaints procedure you can telephone 01732 753753. If you have asked someone else to make a complaint on your behalf, we can only deal with that person if we have your written authority.