Complaints Procedure

Complaints handling procedure

It is the aim of Main Street Leasing is 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. 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 acknowledge receipt of the complaint by the customers preferred contact method within three working days from receipt of complaint.
• We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved.

To register a complaint contact us by either:

email: info@mainstreetleasing.co.uk
calling us on: 01634 907121 or write to us at: Main Street Leasing, 17 Port Rise, Chatham, Kent, ME4 6QA

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.

http:www.financial-ombudsman.org.uk/contact/index.html 

The BVRLA

Main Street Leasing are a member of the industry trade body, the BVRLA (British Vehicle, Rental and Leasing Association). All BVRLA leasing brokers must adhere to their mandatory Code of Conduct, which is there to ensure that the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information and a complaint resolution service. In addition, all broker members are audited or inspected to BVRLA standards. If you are not satisfied with the outcome of your complaint we have provided a link to the BVRLA conciliation service where further information is provided about this service – BVRLA Conciliation Service

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman. The Financial Ombudsman Service, Exchange Tower, London E14 9SR.Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad).

Email: complaint.info@financial-ombudsman.org.uk