It is the aim of Yorkshire Fleet Management Limited to provide the highest 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.
Our complaints contact details are:
Customer Resolutions Department
YorkshireFleet Wold House Stables Widger Mews Langton Road Norton Malton North Yorkshire YO17 9QG
Telephone: 01653 693834
Email: jonny@yorkshirefleet.co.uk
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. To help us resolve your problem you should provide the following information:
– your full name and contact information – full details of your complaint – your agreement details – details of what you would like us to do to put things right – photocopies of any relevant paperwork
What we do if we receive a complaint from you…
Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler. We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:
Complaint Process
- Your case reference will be provided to you to quote in all correspondence relating to your complaint
- We will give you the name and title of the person handling your complaint
- We will send you written acknowledgement within 3 working days of receiving your complaint
- We will make contact to seek clarification on any points where necessary
- We will fully investigate your complaint both internally within Yorkshire Fleet Management Limited and third parties where relevant
- We will keep you informed and fully updated regarding any progress
- We will discuss with you our findings and our proposed response
- Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority
Closing a complaint…
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.
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 within 3 working days, 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.
What to do if you are not happy with our final process
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 can contact the financial Ombudsman at the following address:
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
Website: www.financial-ombudsman.org.uk
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. Yorkshire Fleet Management Limited are BVRLA Leasing Broker Members adhering to their code of conduct and conciliation services.
Using the BVRLA’s conciliation service
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. 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.
Details should be submitted by email to: complaint@bvrla.co.uk. Please complete and return our complaint form giving us authority to act on your behalf.
If the customer does not have access to email, details can be sent by post to:
BVRLA River Lodge Badminton Court Amersham HP7 0DD or Fax: 01494 434499
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. 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.
What is covered under the Conciliation Service?
The Conciliation Service will investigate potential breaches of the Codes of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.
Please note that Associate member complaints are not covered by the Conciliation Service as they do not adhere to a BVRLA Code of Conduct.
Refunds
Where the Conciliation Service finds in favour of the customer, we will look to ensure that any unjustified charges incorrectly raised by the member are refunded in full. The service cannot adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.
Compensation
The Conciliation Service does not have any jurisdiction to award compensation payments.
No restriction of rights
BVRLA members must comply with the rulings of the Conciliation Service. Use of the Conciliation Service does not restrict the rights of a complainant to pursue remedies through the courts. Customers are not obliged to retain a lawyer or legal advisor but may seek independent legal advice or be represented or assisted by a third party at any stage of the procedure.
Outside of the UK
We are unable to investigate disputes arising outside of the UK, as the scope and application of our Codes of Conduct extends only to members operating within the UK. Rental complaints relating to a cross border rental within Europe may be referred to the European Car Rental Conciliation Service (ECRCS).
Useful Contacts
If you are unable to invoke our conciliation service, the following organisations may be able to assist you further.
UK European Consumer Centre – The UK ECC provides free information on consumer rights in Europe and assists in cross-border disputes. Citizens Advice Bureau Trading Standards Financial Ombudsman Service
The Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services, including many types of lending and insurance. Established by parliament, its services are free to consumers.
If you have any questions in relation to our Complaints Handling Procedure, please contact Oliver Garland on 01653 604394 (oliver@yorkshirefleet.co.uk) who will be happy to assist you.
