Complaints Handling Procedure
Highland Vehicles Ltd T/A HV Motor Finance views any complaint as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
To make sure everyone at HV Motor Finance knows what to do if a complaint is received.
To make sure all complaints are investigated fairly and in a timely way.
To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do.
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.
Contact details:
HV Motor Finance, Rose Farm, John Street, Utkinton, Cheshire, CW6 0LP
rich@hvmotorfinance.co.uk
01829 738798
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.
We will try to resolve your complaint immediately; however, 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 confirming our findings. If you are not happy with our findings then you may be eligible to refer the matter to one of the organisations detailed below.
Eligibility
It is HV Motor Finance’s policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
FCA Complaints Rules
- Complaints made by, or on behalf of an eligible complainant; Eligible Complainants can either be essentially individuals, sole traders or certain small businesses
- The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
- The Complainant must allege that they have suffered, or may suffer, financial loss, material distress or material inconvenience
Final Response
This will set out clearly H V Motor Finance’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown. We aim to provide a final response to a complaint in the quickest possible time but in any event this will always be within 8 weeks from your initial contact in this regard.
Where appropriate we are required to include details of the Financial Ombudsman Service together with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation 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
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;
- Informs 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 or the BVRLA Conciliation Service (depending on the type of complaint)
- Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
- Provides the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service
- Refers to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service
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.
What to do if you are not happy with our decision
If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman or to the BVRLA Conciliation Service.
Financial Ombudsman Service
If relevant then you can refer your complaint 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.
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.
You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk
BVRLA Conciliation Service
As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or (COMPANY NAME) 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 (COMPANY NAME) 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 by post or by email.
Details should be submitted by email to: complaint@bvrla.co.uk
or by post to:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD
If you have any questions relating to HV Motor Finance’s Complaints handling process, please contact us on 01829 738798 or email rich@hvmotorfinance.co.uk or write to us at: Rose Farm, John Street, Utkinton, Cheshire, CW6 0LP.
What you Should Do If you Wish to Make A Complaint?
We have appointed Richard Ellor to deal with complaints. If you have a question or if you would like to make a complaint, please don’t hesitate to contact him. His contact details are: Tel: 01829 738798 Email: rich@hvmotorfinance.co.uk
If you have a complaint you can let us know by writing to us at:
Highland Vehicles Ltd T/A HV Motor Finance, Rose Farm, John Street, Utkinton, Cheshire, CW6 0LP
Alternatively you can phone us on 01829 738798 or you can send an email to rich@hvmotorfinance.co.uk
What to Expect Once We Have Received Your Complaint
If you have written to us with your complaint Richard Ellor will contact you within 5 working days of receiving your letter. If you have told us by telephone or in person we will write to you within 5 working days of you telling us. At this stage we will give you an understanding of your case. We will also invite you make any further comments that you have in relation to your complaint and ask you to confirm that our understanding of the complaint is correct.
Within 21 days of receipt of your written summary, Richard Ellor will write to you, to inform you of the outcome of his internal investigation into your complaint and to let you know what actions we have taken or will take. We may feel it appropriate at this stage to refer your complaint to a 3rd party, such as one of our finance companies or vehicle suppliers, if we feel that your complaint does not directly relate to any wrongdoing on our part.
If You are Dissatisfied with our Handling of Your Complaint
If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, feel free to contact our Office Manager, Tel 01829 738798
Email: jo@hvmotorfinance.co.uk who will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.
If you are still unhappy with the result of any of the above, or if your complaint has not been satisfactorily handled within 8 weeks of initial contact, you can refer your complaint to the Financial Ombudsman or the BVRLA Conciliation Service. Their contact details are:
The Financial Ombudsman Service BVRLA Conciliation Service
South Quay Plaza, 183 Marsh Wall, Submit your complaint via their website:
London E14 9SR. www.BVRLA.co.uk (Consumer Advice/ making
Tel: 0800 023 4 567 a Complaint)
