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Complaints Policy

SSE Vehicle Management Limited t/a Leasehub

 SSE Vehicle Management Limited t/a Leasehub treats complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is to:

  • Provide a fair procedure which is clear and easy for anyone wishing to make a complaint.
  • Demonstrate the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • Ensure everyone associated with SSE Vehicle Management Limited t/a Leasehub knows how to react to a complaint.
  • Ensure complaints are investigated fairly and in a timely manner.
  • Ensure that complaints are resolved to the best possible outcome.
  • Gather information which helps us to improve what we do.

Definition of a Complaint

For the purposes of this policy, a complaint will be defined as the expression of dissatisfaction, whether justified or not, about any aspect of SSE Vehicle Management Limited t/a Leasehub.

Where Complaints Come From

Complaints may come from anyone who has any interaction with SSE Vehicle Management Limited t/a Leasehub. A complaint can be received verbally or in writing.

Contact Details for Complaints

If you wish to register a complaint, written complaints may be sent for the attention of Steven Gates, SSE Vehicle Management Limited, Unit 1 The Dairy, Back Lane Farm, St Kenelms Road, Romsley, B62 0PG. Alternatively, complaints may also be sent by email to steve@leasehub.co.uk.

Confidentiality

All complaints will be handled within accordance of our GDPR Guidelines and Data Protection Policy.

Responsibility

Overall responsibility for this policy and its implementation is with the Directors of SSE Vehicle Management Limited.

 

Timeframes

On receipt of a complaint

  • We will acknowledge all complaints within 3 days and in writing.
  • We will keep you up to date with the progress of your complaint and the measures being taken to resolve this.

Final/Other Response

We will issue a final response within 8 weeks of receiving a complaint.

Where possible we will strive to resolve and bring any complaint to a satisfactory conclusion sooner than the 8 weeks, but this will be dependant on the information we need to gain and process.

We will keep you updated during this time to ensure you are kept up to date with your complaint.

In very rare cases should we not be able to issue a final response in the timescales above we will communicate this with you and give you an estimated time when we will be in a position to do so.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response, the Financial Ombudsman Service provides a dispute resolution service to assist customers whose concerns remain unresolved. For instances where we are unable to agree on a resolution, or if eight weeks have passed since you first raised your concern, you have the option to refer the matter to the Financial Ombudsman Service.

For more information about the Financial Ombudsman Service visit www.financial-ombudsman.org.uk or contact them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR or 0800 0234 567 or 0300 1239 123 or complaint.info@financial-ombudsman.org.uk.

Alternatively, as we are a member of the BVRLA you are able to refer a dispute to them to act as a conciliator.

BVRLA Conciliation Service

The BVRLA is approved by the Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Please see details from the European Commission website.

Unresolved disputes may be referred to the BVRLA by either the customer or the member involved, however the member cannot initiate a complaint against the customer.

The customer must have first fully exhausted the member’s own internal complaints procedure and received their final decision.

The service is free of charge to the complainant.

The complaint must be submitted in writing and a complaint form completed giving the BVRLA authority to act on the complainant’s behalf. If you would like to invoke the BVRLA’s conciliation service please complete and return the complaint form, giving us the authority to act on your behalf.

Please send to:

Email: complaint@bvrla.co.uk

Fax: 01494 434499

Postal:

Conciliation Service
BVRLA
River Lodge
Badminton Court
Amersham
Buckinghamshire
HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. This information may include documentation, photos, videos, audio, and transcripts of calls. 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.

Review

This policy is reviewed regularly and updated as required.

Adopted on: 01/01/2017

Last reviewed: 31/10/2018