It is our aim 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 customers.
Here, we explain how we will deal with any complaints and what to do if you think your complaint has not been resolved to your satisfaction.
Advisor or provider
Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.
What to do if you have a complaint
If you have a complaint about any aspect of our service, you can contact us by telephone or in writing. Your complaint will be resolved by the appropriate person in the shortest possible time. Our contact details are as follows:
To help us resolve your problem, you should provide the following information:
- Your full name and contact information
- Full details of your complaint
What we will do if we receive a complaint from you
We will try to resolve your complaint immediately. 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. We will send you an acknowledgement within five business days from us receiving your complaint. We endeavor to send this final response in writing within 10 business days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.
Complaints settled within 3 business days
We will record and communicate complaints that can be resolved within 3 working days differently. We will promptly confirm in writing a Summary Resolution Communication which:
- Will confirm you have made a complaint and that we consider the complaint resolved to your satisfaction
- Will inform you that if you decide you are not satisfied with the resolution you are able to refer the original complaint back to us for further consideration or refer on to the Financial Ombudsman or the BVRLA Conciliation Service (subject to complaint type)
- Will indicate if we agree to waive the applicable time limit (if possible)
- Will provide the relevant details of the BVRLA Conciliation Services and the Financial Ombudsman
If you are not happy with our decision:
BVRLA Conciliation Service
As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by Pure Vehicle Leasing.
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.
Details should be submitted by email to: email@example.com
If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
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 Nationwide Vehicle Contracts 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 Service
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. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
If you have any questions relating to our complaints handling procedure, please contact us on 0330 113 1000.