Complaints Handling Procedure
It is the aim of Pendle Vehicle Contracts Limited 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. 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 providing our findings and the action to then take.
To register a complaint contact us by either:
calling us on 01277 549500
or write to us at No 5 Langford Court, Ongar Road, Brentwood, Essex, CM15 0LB
If you have a regulated 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 our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. To contact the Financial Ombudsman Service, call them on 0800 023 4567. You can also visit their website, where you will find more information on how to make a complaint, as well as making a complaint online. Visit: http://www.financial-ombudsman...
As Pendle Vehicle Contracts Limited are also members of the British Vehicle Rental Leasing Association (BVRLA) you can also use the BVRLA's Conciliation Service. Complaints via this method can be submitted via email to firstname.lastname@example.org or in writing to:
For more information, visit https://www.bvrla.co.uk/advice...
Our BVRLA Membership No is 1511.
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.