It is the aim of Capital Vehicle Management 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 about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.
To register a complaint contact us by:
Email: firstname.lastname@example.org Telephone: 0131 202 6101
Or write to us at: Axwell house - Blyth Smith , Broxburn,, Scotland, EH52 5AU
To help us to investigate and resolve your concerns as quickly as possible please provide the following information:
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.
If you are not satisfied with our resolution of your complaint:
If you have a regulated contract with us and are not satisfied with our final response you are 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 our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).
Financial Ombudsman Service Unresolved disputes may be referred to the BVRLA by either the customer or the member involved.
Details should be submitted online at https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html
lf the customer does not have access to the internet, details can be sent by post to:
British Vehicle Rental & Leasing Association River Lodge, Badminton Court Amersham, HP7 0DD The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days. Members must comply with the Dispute Resolution Service’s findings.
If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: email@example.com Telephone: 0131 202 6101 Or write to us at: Axwell house - Blyth Smith , Broxburn,, Scotland, EH52 5AU
Capital Vehicle Management are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 672052 BVRLA membership number 1973
Registered in England & Wales with company number : Sc353298 | Data Protection No : Z1704609 | VAT No : 948534976
Registered Office : Capital Vehicle Management Ltd, Axwell house C/O Blyth Smith, Broxburn EH52 5AU SCOTLAND
Disclaimer: All vehicle images and descriptions are for illustration and reference purposes only, all vehicle leases are subject to credit approval and subject to change at any time. E&OE.
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