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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.

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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?

We will always attempt to resolve your complaint within 3 business days wherever possible. If you agree we have resolved your complaint within this timescale, we will send you a Summary Resolution Letter with confirmation. This will also include details of who you can escalate your complaint to if you change your mind about the resolution. 

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If it takes us a little longer to resolve your complaint, we will acknowledge your complaint within 5 business days in writing and provide you with a copy of this procedure for your information.

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We will conclude our investigation as quickly as possible and within 8 weeks. If, in the unlikely event, we are unable to resolve your complaint within 8 weeks we will provide you with an update in writing and explain why. We will also provide you with information as to where you can escalate your complaint at this time.

 

Following our investigation into your complaint we will contact you to advise you of the outcome of your complaint and the reasons behind our decision. We will provide with a Final Response Letter that will detail our investigation and the resolution.
Information will be provided to you as to who you can escalate your complaint to if you remain unhappy. 

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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.

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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
 

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Contact us today!

FOR ALL OF YOUR COMPANY VEHICLE REQUIREMENTS!

info@venlease.co.uk

Manor Lodge

Whitton

North Lincolnshire

DN15 9LL

Tel: 01724 733282
 

Registered Office: Manor Lodge, Whitton, North Lincolnshire, DN15 9LL. Data Protection No: Z1993380 | VAT No : 980 7796 61 Nicholas Venter T/A Venter Vehicle Leasing is authorised and regulated by the Financial Conduct Authority FRN (790317). We act as a credit broker not a lender. We will only introduce you to Leasing Options Ltd FRN (660061) who will introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We receive a commission payment from the finance provider if you decide to enter into an agreement with them. The nature of this commission is as follows: a variable commission based on the circumstances, for example, the model of the vehicle and market influences, however, the best rate will be maintained for the customer. The amount of commission received affects the amount the customer pays. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations.  If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk. Vehicle images are for shown for illustration only and may not represent the model specified.

Member of the British Vehicle Rental & Leasing Association. No. 8048.

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