Complaints Procedure

Complaints Procedure for Customers

We 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 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.

To register a complaint contact us by either:


calling us on 01756 792911

or write to us at Unit 2C, Craven House, Carleton New Road, Skipton, North Yorkshire, BD23 2DE

As soon as a complaint is received:

All written complaints will be acknowledged by our Complaints Officer in writing within five business days of receipt.

All verbal complaints will also be acknowledged by our Complaints Officer in writing within five business days of receipt. This acknowledgement letter will also contain our understanding of the complaint and will ask you to confirm in writing that he/she agrees with our understanding of the matter.

If the complaint can be resolved within five business days our acknowledgement letter will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt when we will provide you with a summary of the resolution of the complaint.

If our investigation is not resolved within five business days, our acknowledgement letter will confirm that we will:

a) Investigate the complaint and aim to respond within four weeks of receiving the complaint

b) Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will write again giving the reason for the delay

c) Explain that on completion of our investigation we will inform you of the outcome and the options available to you.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

After we have investigated the complaint:

Immediately on completion of our investigation our Complaints Officer will write to you detailing the outcome of our investigation.

We will set out the nature and terms of any settlement (if applicable).  Any compensation we offer will be fair and the basis of the calculation will be explained.

Alternative Dispute Resolution:

As a member of the British Vehicle Rental & Leasing Association, we are bound by their code of conduct, and you have access to their conciliation service. If you are unhappy with our response to your complaint, you will be able to refer the matter to the BVRLA. As an approved Consumer ADR body, they will independently review the matter and report their findings. More information about the conciliation service can be found on the BVRLA's website. Using the BVRLA's conciliation service does not in any way affect your right to refer the matter to the Financial Ombudsman Service if you are eligible.

British Vehicle Rental and Leasing Association

River Lodge

Badminton Court



The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.

Regulated Contracts:

Customers who have entered into an agreement which is regulated by the Consumer Credit Act (such as consumers, sole traders and small partnerships) have the right to refer any complaint which relates to their finance/lease agreement to the Financial Ombudsman Service.

In the event that you remain unsatisfied with our complaint, or the result of the conciliation service provided by the BVRLA, you may refer the matter to the Financial Ombudsman Service within Six Months of the date of the final response provided. Please note the Financial Ombudsman will not consider any complaint until Concept Vehicle Leasing has had the opportunity to resolve it.

Complaints should be made in writing to:
Financial Ombudsman Service
South Quay Plaza
E14 9SR