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Complaints Procedure

Complaints Procedure

Go Green Leasing aim to provide a very high standard of service to every client. It is very important to us that all complaints are dealt with and resolved as quickly as possible, and to the complete satisfaction of our clients.

Here we explain 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 would like to make 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 the appropriate person will respond to your complaint 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 department with which you have been dealing.

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 by the end of the next business day, we will 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.

To register a complaint contact us by either:

Email: customer.services@gogreenleasing.co.uk

Calling us on: 01270 500988

or write to us at:

Customer Services

Go Green Leasing

10-30 Nantwich Road,

Crewe,

Cheshire,

CW2 6AD

If you are not happy with our  final response:

As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA .

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Details should be submitted by email to: complaint@bvrla.co.uk

If you do not have access to email, details can be sent by post to:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from either party 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.

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.

Or alternatively:

If you are not satisfied with our final response then you may be able to refer the matter to the Financial Ombudsman Service subject to it being a regulated contract. This must be done within 6 months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

Please contact us in writing at the above address should you have any questions in relation to our complaints handling procedure.

 

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