Complaints Procedure

Complaints Procedure

At GB Vehicle Leasing we strive, at all times, to deliver not only the vehicle, but an enjoyable process from the initial enquiry stage all the way to when your contract ends. However, if you feel that this has not been the case then we would like to hear from you.

Irrespective of the nature of your complaint, GB Vehicle Leasing feel that if the issue is important to you, then it will be important to us.

Procedure to follow if you have a complaint

We believe that the majority of complaints can be resolved at the initial stage.

If your immediate point of contact cannot resolve your complaint, or have not resolved it to your satisfaction, then you should escalate your complaint to the Customer Satisfaction Manager, GB Vehicle Leasing, Europa House, Barcroft Street, Bury, BL9 5BT.

When making a complaint, you will need to provide the following information:

- Your full name and contact information 
- An explanation of why you believe your initial point of contact did not resolve the issue for you 
- Copies of any relevant paperwork you feel will support your complaint

You should keep copies of the information submitted for your own records.

We will endeavour to resolve your issue at the earliest opportunity; therefore you should expect an acknowledgement of your complaint within 5 working days and a full written response within 28 days.

If this is not possible you will be informed in writing of the progress being made towards the consideration of your complaint.

We aim to resolve all complaints within 10 working days of initial contact, but due to legal reasons this is not always possible.

If you are still not satisfied with a decision taken by GB Vehicle Leasing in respect of a complaint, you may contact the BVRLA directly by emailing [email protected] or writing to British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD. You can visit www.bvrla.co.uk for more details.

GB Vehicle Leasing are an accredited member of the BVRLA, membership number 1468. This number should be quoted with your complaint. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.

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. 

If you have any questions relating to our Complaints Handling Procedure, please contact us via telephone and we will be happy to answer any questions.