Complaints Handling Procedure
It is the aim of Micarlease 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.
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 regarding Drive Vehicle leasing
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 the appropriate person 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:
calling us on 0113 391 1719
or write to us at Tordoff House, Apperley Lane, Bradford, West Yorkshire, BD10 0PQ
If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six 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.
If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.
What we always try to resolve you complaint as quickly as possible however, sometimes this may not be feasible in every instance. 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. We will send you an acknowledgement within five business days from us receiving your complaint. We will provide our final response in writing, including our findings and the action to then take. We endeavour to send this final response within 10 business days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.
What to do if you are not happy with our decision:
As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by Micarlease. 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: firstname.lastname@example.org 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 Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from Micarlease will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings. Financial Ombudsman Service 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. You must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
In all instances if you need clear clarification on any of the above please call 0113 391 1719