Complaints Procedure

It is the aim of Courtesy Car Leasing Ltd 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 tells 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 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.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible but 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.

To register a complaint contact us by either:
email info@courtesycarleasing.co.uk
calling us on 01903 86 86 68
or write to us at Astra House, The Common, Cranleigh, Guildford GU6 8RZ

• We will acknowledge receipt of the complaint by customers preferred method within three working days.
• We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved.
• We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at: http:www.financial-ombudsman.org.uk/contact/index.html Non-financial complaints can be directed to Trading Standards.
• The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. 

Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk.

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.