enquiries@avluk.co.uk

Call: 01642 793444

MON - THURS: 9AM - 5:30PM, FRI: 9AM - 5PM

Complaints Policy

Complaints Manager contact details

Name:   Stuart Beagrie

Telephone: 01642 793444

Address:  Unit 10 Easter Park, Barton Road, Middlesbrough, TS2 1RY

E-mail:   stuart@avluk.co.uk

 

Our Procedures

Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also

  • Acknowledge the complaint in writing promptly
  • Give details in our acknowledgement letter of the Financial Ombudsman Service
  • Make contact 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

 

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

 

Adviser or Provider

Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.

 

Investigation

The complaints manager will 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

 

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

 

The Financial Conduct Authority complaints rules apply to complaints:

  • 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;

 

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

 

We must include details of the Financial Ombudsman 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 or not 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;

(3)    Indicates whether or not the we consent to waive the relevant time limits, (where we have discretion in such matters)

(4)    Provide the website address of the Financial Ombudsman Service; and

(5)    Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

(1)    We consider that doing so may better meet your needs; or

(2)    We have already been using another method to communicate about the complaint.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

 

BVRLA Conciliation Service

The BVRLA (British Vehicle Rental and Leasing Association) is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Details can be found on the European Commission website

Unresolved disputes may be referred to the BVRLA by either a customer or a member involved, however the member cannot initiate a complaint against the customer.

Details should be submitted by email to: complaint@bvrla.co.uk. A complaint form must be completed and returned to the above email address. Complaint forms can be found on the BVLRA website.

If the customer does not have access to email, details can be sent by post to:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
or
Fax: 01494 434499

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should 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 the Conciliation Service within 30 days.

What is covered under the Conciliation Service?

The Conciliation Service will investigate potential breaches of the Codes of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

Please note that Associate member complaints are not covered by the Conciliation Service as they do not adhere to a BVRLA Code of Conduct.

Refunds

Where the Conciliation Service finds in favour of the customer, we will look to ensure that any unjustified charges incorrectly raised by the member are refunded in full. The service cannot adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.

Compensation

The Conciliation Service does not have any jurisdiction to award compensation payments.

No restriction of rights

BVRLA members must comply with the rulings of the Conciliation Service. Use of the Conciliation Service does not restrict the rights of a complainant to pursue remedies through the courts. Customers are not obliged to retain a lawyer or legal advisor but may seek independant legal advice or be represented or assisted by a third party at any stage of the procedure.

Outside of the UK

The BVLRA are unable to investigate disputes arising outside of the UK, as the scope and application of our Codes of Conduct extends only to members operating within the UK.

 

Financial Ombudsman Service and Financial Services Compensation Scheme

The firm must co-operate fully with the Ombudsman in resolving any complaints made against it and agrees to be bound by any awards made by the Ombudsman.  The firm undertakes to pay promptly the fees levied by the Ombudsman. If the firm cannot do so you may have the right to apply for compensation through the Financial Services Compensation Scheme.

 

 

Contact:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR
 

Tel:  0800 023 4567 (free for most people ringing 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

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