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  1. Complaints Procedure

Complaints Procedure

Target Car Leasing ltd is entirely committed providing the very highest standard of service, and complete openness and honesty to every client. It is important to us that any unlikely complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This document explains how we will deal with any complaints, and what to do if you think your complaint has not been resolved to your satisfaction.

What to do if you have a complaint

If you have a complaint about any aspect of our service, we would like to hear from you.

To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the person or department you have been dealing with. It is important for you to explain the basis of your complaint in a structured and clear fashion.

Alternatively, you can contact us writing – we will respond as quickly as possible. Our contact details are as follows:-

Admin Department
Target Car Leasing Ltd
7 Thesiger Close
Worthing
West Sussex
BN11 2RN
Tel: 01903 20 50 30

Fax: 0872 115 8045
Email: admin@targetcarleasing.co.uk

To help us resolve your problem, you should provide the following information:

  1. Your full name and contact information
  2. Full details of your complaint
  3. Details of anything you feel we can do to put things right
  4. Copies of any paperwork/emails that are relevant to your complaint

We will answer any complaints as quickly as possible, and always strive to provide our final response in writing, including our findings and the action to then take, within 2 weeks - the Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.

What to do if you are not happy with our decision

BVRLA Conciliation Service

As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or Target Car Leasing Ltd.

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.

Details should be submitted by email to: complaint@bvrla.co.uk

If you do not have access to email, details can be sent by post to:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from Target Car Leasing Ltd will be sent to the BVRLA within 5 working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations.

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.

Financial Ombudsman Service

If you have a regulated consumer 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 a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

If you have any questions relating to our complaints handling procedure, please contact us on 01903 20 50 30.