Acquire . Fund . Maintain

Complaints Handling Procedure

It is the aim of Sure Vehicle Solutions 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.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. YYou can contact us by telephone or in writing and your complaint will be resolved bytheappropriate person in the shortest possible time.

To help us to investigate andresolve yourconcerns as quickly as possible, you should in the first instance contact thedepartment withwhich you have been dealing.

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately. However, sometimes this may notbepossible. In the unlikely event that we are not able to resolve your complaint by theend of thenext business day, we will keep you informed of the progress of our investigations.

We willsend you an acknowledgement within five business days from us receiving yourcomplaint.

We will provide our final response in writing, including our findings and the action tothentake. 
We endeavour to send this final response within 10 business days of receipt ofyourcomplaint. 
The Financial Ombudsman Service requires that this final response mustbe sentwithin eight weeks of receiving the complaint.

What to do if you are not happy with our decision

BVRLA Conciliation Service

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 thecustomer orby Sure Vehicle Solutions.

The BVRLA is approved by Government as a Consumer ADR body under theAlternativeDispute 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 Conciliation Service will investigate potential breaches of the BVRLACode ofConduct and will aim to resolve the matter using the information presented by bothparties tothe dispute.

Any information requested from Sure Vehicle Solutions will be sent totheBVRLA within five working days.

Based on the information available, the BVRLA willprovide both parties with its finding and recommendations.

The BVRLA aims to resolve complaints through the Conciliation Service within 30days andmembers must comply with the Conciliations Service’s findings.

Financial Ombudsman Service

If you have a regulated consumer contract with us and are not satisfied with our finalresponse, you may be eligible to refer the matter to the Financial OmbudsmanService.

Youmust 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 theFinancialOmbudsman Service’s explanatory leaflet.