It is the aim of Millhouse Leasing 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 Chris Doherty by:
Email: cd@millhouseleasing.co.uk Telephone: 01233 501800
Or write to us at: Unit 8, The Oak Trees Business Park, Orbital Park, Ashford, Kent, TN24 0SY
To help us to investigate and resolve your concerns as quickly as possible please provide the following information:
Any complaint verbal or written will be referred to our Complaints Manager at the earliest opportunity or to a member of the senior management if the Complaints Manager is unavailable. We will also:
Adviser or Provider
Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The Complaints Manager will review this matter and take the complaint to the provider if appropriate in consultation with you.
Investigation
The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
Eligible
It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
The Financial Conduct Authority complaints rules apply to complaints:
Final response
This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
We must include details of the Financial Ombudsman Service and the BVRLA Conciliation Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:
Complaints settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.
Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:
1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service (depending on the type of complaint);
3. Indicates whether or not we consent to waive the relevant time limits, (where we have discretion in such matters)
4. Provide the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service; and
5. Refer to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service.
In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:
Closing a complaint
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.
You can contact our Principal Firm by:
Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Cloucester, GL1 4DD
Telephone: 01452 671560
Email: complaints@automotive-compliance.co.uk
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 or we have been unable to resolve your complaint within 8 weeks, you are eligible to refer the matter to the Financial Ombudsman Service.
You must do this within six months of our final response (15 months if it relates to Discretionary Commission Arrangements).
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 www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet).
Alternatively, as Millhouse Leasing Limited are a member of the British Rental & Leasing Association (BVRLA), either we or you may be able to refer any unresolved dispute to them.
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.
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Millhouse Leasing Limited will 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 their Conciliation Service within 30 days and members must comply with the Conciliation Service findings.
You can send any complaint to the BVRLA in writing via 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
If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: sales@millhouseleasing.co.uk Telephone: 01233 501800 Or write to us at: Unit 8, The Oak Trees Business Park, Orbital Park, Ashford, Kent, TN24 0SY
