Complaints Procedure
At Venter Vehicle Leasing we pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairly and to exceed your expectations at every level. Should the occasion arise where you feel unhappy with the service you receive from us we would like to know. We aim to resolve any complaint quickly and to your satisfaction. This procedure explains how we will deal with your complaint.
What is a complaint?
Any informal or formal complaint can be made if you are unhappy with the following:-
• The delivery and quality of services received pre and post-delivery of a vehicle
• The delivery of a vehicle
• Any other matters relating to Venter Vehicle Leasing
How to make a complaint
Stage 1 - We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with us on 01724 733282.
Stage 2 - If you feel the problem is still not resolved to your satisfaction, please write to us at: The Compliance Manager, Venter Vehicle Leasing, Manor Lodge, Whitton, North Lincolnshire, DN15 9LL. To help us assess your complaint please provide the following information:
• Your name and contact details
• Details of your complaint
• An explanation of the steps you have already taken to try to resolve the complaint
• What would you like us to do to make it right
You should keep copies of all information submitted for your records.
What happens next?
You should expect an acknowledgement of your complaint within 3 working days of submitting a completed formal Complaints Form and a full written response within 8 weeks. If this is not possible we will keep you informed in writing of the progress being made towards the consideration of your complaint.
We aim to resolve all complaints within 15 working days of your initial contact.
Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.
Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to you. Further information about the Financial Ombudsman Service can be found at http://www.financial-ombudsman.org.uk/consurmer/complaints.htm. Alternatively, you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
If you are not eligible to refer your complaint to the Financial Ombudsman Service, you may refer your complaint to the British Vehicle Rental and Leasing Association (“BVRLA”) Conciliation Service. Further information about the Conciliation Service can be found at http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service. Alternatively you can write to: The Chief Executive, BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD.
Contact Us
Complaints in writing to: The Compliance Manager, Venter Vehicle Leasing, Manor Lodge, Whitton, North Lincolnshire,
DN15 9LL
By Phone: 01724 733282
By Email: nick@venlease.co.uk