Complaints Procedure Vantage Leasing Solutions Ltd
How should I complain?
If you are dissatisfied with your experience with Vantage Leasing we would ask that you to write
to us at the address below, setting out the nature of your complaint and enclosing any relevant
information:
Complaints Department, Vantage Leasing, Stafford Court, Washway Road, SALE, M33 7PE
Or send an email to [email protected] setting out the nature of your complaint.
What Happens Next?
Once we receive notification of your complaint, whether by letter or email, we will write to you
as soon as possible, but no later than three (3) working days, to identify that we have received
your formal complaint, that an investigation will be undertaken and also what we believe your
complaint to constitute (this stage of the process is referred to as the “Acknowledgement of
Complaint”).
In the Acknowledgement of Complaint, we will identify to you the person within our Complaints
Department who is dealing with your complaint (the “Complaints Officer”). This will provide you
with a direct point of contact during the course of the investigation.
When you receive an Acknowledgement of Complaint, we would invite you to make further
comments, should our response not completely reflect the full extent of your complaint. Please
do so by responding to the Complaints Officer who is dealing with your case. During the process
the Complaints Officer will keep you reasonably informed as to the progress of your complaint.
During the course of the complaint, we will only use the personal details you provide to us in
order to assist with the complaints procedure. We will only use your details in a manner which
complies with GDPR.
How Will the Complaint Be Resolved? Stafford Court 145 Washway Road SALE M33 7PE Tel:
0161 434 4321 Fax: 0161 641 2708 Email: [email protected] www.vantage-leasing.com
The Complaints Officer investigating your complaint will consider all of the information and
evidence which you provide. As part of this, we do encourage that you provide as much
information to us as possible.
The Complaints Officer will conduct the investigation in accordance with the law and, where
applicable, in contemplation of the relevant guidance set out by the Office of Fair Trading and/or
the Financial Conduct Authority.
When Will the Complaint Be Resolved?
While Vantage Leasing will endeavour to deal with your complaint as quickly as possible, you
should expect a final written outcome of investigation within four (4) weeks of Vantage Leasing
receiving your complaint.
However, in circumstances where there is considerable information to consider or where we
need to conduct a number of further investigations (including additional information from you),
the outcome may take longer than four weeks. Should this be the case, we will keep you fully
informed as to our progress and will ensure that the outcome is communicated to you no later
than eight (8) weeks from the date of Vantage Leasing receiving your complaint.
In our final written outcome, Vantage Leasing will endeavour to summarise your complaint,
setting out the results of the investigation and any views on the issues identified.
What If I Am Unhappy with the Outcome?
If you disagree with the outcome of the Complaints Officer, you should contact us first. If we do
change our decision, this will be communicated to you together with an explanation as to why
the decision has been changed.
Alternatively, should you be dissatisfied with the outcome you may have the right to refer the
complaint to the Financial Ombudsman Service within 6 months of your original complaint.
Their contact details are as follows:
Website - https://www.financial-ombudsma... Email - [email protected]
Telephone Number - 0800 023 4567 Address - Exchange Tower, London,
E14 9SR
Should we be unable to resolve any complaint following our final written outcome, please note
that, where applicable, you may also be able to refer your complaint to the BVRLA’s conciliation
service, in particular if the Financial Ombudsman Service are not the appropriate body to
escalate your complaint to.
To contact the BVRLA please see the below:
Website - https://www.bvrla.co.uk/consum....
html Email - [email protected] Fax Number - 01494 434499 Address - BVRLA,
River Lodge, Badminton Court, Amersham, HP7 0DD