It is the aim of Alpha Contracts Leasing Ltd to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients. This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
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 Lynette Randall (Company Director) 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 sales person with which you have been dealing. To help us resolve your problem you should provide the following information in writing:
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 within3 working days, our aim is to 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 within 4 weeks.
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms. You have a period of 6 months to refer your complaint to the Financial Ombudsman Service. The 6 months starts from the date of our final response or 8 weeks after we received your complaint. Whichever is the earlier date.
Further details on the service provided by the Financial Ombudsman Service are included in the booklet entitled “Your complaint and the Ombudsman” which we will provide to you at the appropriate point.
If you have any questions in relation to our Complaints Handling Procedure, please contact Lynette Randall who will be happy to assist you.
If your complaint is in respect of any other issue other than a consumer contract, we are members of the BVRLA (British Vehicle Rental Leasing Association) Membership number is 967. If after our final response, you are still not satisfied, then we will provide you with details of their conciliation service.