How to make a complaint & what to expect if you do?
We aim to deliver the highest level of service to all our customers but we do realise that sometimes things can go wrong. It is imperative that we resolve all complaints as quickly and efficiently as possible and to make sure that our customers are completely satisfied with how we have handled any complaint. The following explains how we deal with any complaint and what steps you can take if you are dissatisfied with any resolution.
If you have a complaint about any aspect of our services or products, no matter how big or small, we would like to know about it as soon as possible. You can contact us by telephone, email or in writing and we will look to resolve your complaint in a timely and thorough manner.
Please contact our office. It would help us to resolve any issues quickly by providing the following information:
Your full name, address and telephone number that we can contact you on
Full details of your complaint
Any details about your agreement or order details, including vehicle registration number
How you would like us to make things right
Copies of any relevant paperwork or email trails
We will try to resolve your complaint as soon as possible. You will receive a written response within 5 working days and a final response within 8 weeks.
If we have reasonable grounds to be satisfied that another party may be solely or jointly responsible for the matter (i.e. Dealer, Delivery Company, Finance Company etc), we will liaise with the third party to resolve the complaint on your behalf.
Ideally, you should receive a definitive reply within four weeks. If this is not possible because an investigation has not been fully completed, we will send you a progress report letter.
Once the investigation has taken place, we will explain promptly to you, our assessment of the complaint, our decision (whether to uphold or reject the complaint) and our offer of remedial action or redress if this is appropriate.
A final resolution letter should be sent to you within eight weeks.
If you have any questions regarding our complaints procedure you can contact our general manager who will be happy to help you:
Nexus Capitol Park
Not happy with our response or how your complaint is handled?
If at this point you are not satisfied with our response you may be able to refer it to the financial ombudsman service or the conciliation service via the BVRLA (British Vehicle Rental and Leasing Association).
If you have a regulated contract or you are a micro-enterprise (1-9 employees) with one of our panel of funders and you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. Other customers can take their complaint to the BVRLA conciliation service. Both contact details are below:
Financial Ombudsman Service
Tel: 0800 0234567