Complaints Procedure

What Is a Complaint?

A complaint is any oral or written expression of dissatisfaction, whether justified or not, relating to the provision (or failure to provide) a financial service, where the customer alleges financial loss, material distress, or material inconvenience.
Complaints can be made by:
•    Telephone  - 01619230085
•    In person
•    Post  - 12 Ambassador Place, Stockport Road, Altrincham, WA15 8DB
•    Email  - [email protected]

How We Handle Complaints

•    All complaints are logged on the day they are received.
•    If a complaint is resolved within three business days, we will issue a Summary Resolution Letter, including details of your right to contact the Financial Ombudsman Service (FOS).
•    If the complaint cannot be resolved within three business days:
o    We will acknowledge it in writing within five business days.
o    We will carry out a full investigation and keep you informed of progress.
•    We aim to issue a final written response within eight weeks of receiving the complaint.
•    Our final response will:
 o    Uphold the complaint and offer redress where appropriate,
 o    Offer redress without fully upholding the complaint, or
 o    Reject the complaint with clear reasons.
•    If we are unable to provide a final response within eight weeks, we will explain why and confirm your right to refer the complaint to the FOS

Third-Party Complaints

Where another FCA-regulated firm is responsible for all or part of a complaint, we may refer it to them with your consent. We will:
•    Inform you in writing,
•    Provide the third party’s contact details, and
•    Continue to manage any part of the complaint that remains our responsibility.
All personal data is handled in line with the Data Protection Act 2018.

Closing a Complaint

We will treat your complaint as closed after we have provided our final response. You can still choose to take your complaint to the Financial Ombudsman Service or BVRLA if you remain dissatisfied.

BVRLA
ContractCars.com is a member of the British Vehicle Rental and Leasing Association (BVRLA). You also have the right to refer the matter to the BVRLA, using their Conciliation Service.
BVRLA- Conciliation Service
River Lodge
Badminton Court
Amersham, Bucks
HP7 0DD

Email@ [email protected]

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 contractcars.com 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 Conciliations Service’s findings.

Financial Ombudsman Services (FOS)
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.
Phone: 0300 123 9123 / 0800 023 4567

Email: [email protected]

Website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm