Complaints Procedure

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

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 by:

• emailing lynette@alphacontracts.co.uk
• calling 01604 756620 or
• writing to: Stable View, Hackleton, Northampton, NN7 2AW

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 and provide the following information in writing:

• your full name, address and contact information 
• full details of your complaint 
• your agreement details including registration number 
• A clear description of your concern or complaint. Include supporting evidence or documentation 
• Details of what you would like us to do to put thing right.

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 within 3 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.

Discretionary Commission Arrangements (DISP 5.1) [referred to as DCA]

As part of the FCAs work on DCAs they are pausing complaints handling until December 4^th, 2025, as they say it may take until then to confirm how firms would implement them.

This means that the usual 8-week deadline is extended, and firms will not have to issue a final response to DCA complaints until after December 2025 at the earliest.

The new rule also extends the requirement that firms must keep customers informed about the pause and maintain and preserve relevant records.

It must also be noted that the FCA are proposing to give consumers until the later of July 2026 or 15 months from the date of their final response letter from the firm, to refer a complaint to the Financial Ombudsman (instead of the usual 6 months).

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.