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Complaints Procedure

Complaints Handling


It is the aim of GB Car Leasing 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 advises 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 as quickly as possible. To help us to investigate and resolve your concerns you should in the first instance contact the department with which you have been dealing.


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 by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with our findings and the action to then take. The maximum time we will take to consider any complaint will be 8 weeks.


To register a complaint contact us by either: email sales@gbcarleasing.co.uk

or telephone on 029 2002 2419. You can also write to us at

Unit B1 Caerphilly Business Park,

Van Road,

Caerphilly,

South Wales,

CF83 3ED


If you are not satisfied with our final response you are entitled to refer your complaint to the British Vehicle Rental and Leasing Association. For advice on using the BVRLA conciliation services please go to: www.bvrla.co.uk/advice/guidance/using-bvrla-conciliation-service


You may also 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.


If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.