Complaints Procedure

Introduction

Total Motion Limited t/a Pink Vehicle Leasing is authorised and regulated by the Financial Conduct Authority

It is the aim of Pink Vehicle Leasing to provide a high standard of service to each client. It is important to us that all complaints are resolved as swiftly 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 Procedures

Your complaint will be referred to the Department Manager, as soon as possible. If the Department Manager is involved in the subject matter of the complaint, your complaint will be referred to another member of the Senior Manager Team of Pink Vehicle Leasing Limited. We will also

Acknowledge the complaint in writing promptly
Give details in our acknowledgement letter of the Financial Ombudsman Service
Make contact to seek clarification on any points where necessary
Fully investigate the complaint
Keep you informed of our progress
Discuss with you our findings and proposed response

You will receive an acknowledgement of your complaint. We will let you have our final response as soon as possible and not later than eight weeks

Definition of a complaint

The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.

The Financial Conduct Authority complaints rules apply to complaints:

Made by, or on behalf of an eligible complainant;
Relating to regulated activity;
Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to

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. 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.

Written complaints should be sent to: Pink Vehicle Leasing, Southpoint House, Harcourt Way,

Meridian Business Park, Leicester, LE19 1WP

Telephone complaints can be made to 0116 402 6500

Email complaints can be made to: [email protected]

Investigating and resolving your complaint

We will investigate your complaint fairly, consistently and promptly, and determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. We will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

Deal with complaints promptly and fairly
Give complainants clear replies and, where appropriate, fair redress

If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible.

Our timetable for responding to you

Once we have acknowledged your complaint, we will keep you informed of our progress.

Complaints Settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
Indicates whether we consent to waive the relevant time limits, (where we have discretion in such matters)
Provide the website address of the Financial Ombudsman Service; and
Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

We consider that doing so may better meet your needs; or
We have already been using another method to communicate about the complaint.

Within eight weeks of us receiving your complaint we will send you either a final response or a written response which:

explains why we are not able to make a final response to you and when we might be expected to provide one.
informs you whether you may be entitled to refer the complaint to the Financial Ombudsman Service (“FOS”); and if applicable enclose a copy of the FOS standard explanatory leaflet.

We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

Explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost
Indicate whether we consent to waive the relevant time limits.

Financial Ombudsman Service ("FOS")

Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving our final response.

We would ask that you allow us to complete our internal Complaints Procedure before you refer your concerns to FOS.

We will co-operate fully with the Financial Ombudsman Service 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.

Contact:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for

those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: [email protected]

Website: www.financial-ombudsman.org.uk

BVRLA Conciliation Service

As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or Pink Vehicle Leasing Limited may refer any unresolved disputes to them.

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.

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Pink Vehicle Leasing Limited will 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 their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.

You can send any complaint to the BVRLA in writing via:

Details should be submitted by email to: [email protected]

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

Closing complaints

We will regard your complaint as closed in the following circumstances:

once we have sent you a final response; or
where you have told us in writing that you accept an earlier response that we have sent to you; or
if you refer your complaint to FOS, when FOS informs us in writing that the complaint has been closed.

Pink Vehicle Leasing Limited is committed to ensuring that all complaints received are handled fairly, consistently, and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.