It is the aim of LVM 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: sales@lvm.co.uk Telephone: 01727 260666
Or write to us at: 2 Place Farm, Wheathampstead, St Albans, Hertfordshire, AL4 8SB
To help us to investigate and resolve your concerns as quickly as possible please provide the following information:
What we will do if we receive a complaint from you
Our aim is to resolve any complaint by the end of the 3rd working day following the day a complaint is received. In these cases we will acknowledge your complaint, work with the appropriate parties to resolve any issues and will send you a final response.
We will always attempt to resolve your complaint within 3 working days; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of 3rd working day, we will keep you informed of the progress of our investigations and provide our final response in writing within 8 weeks with details of our findings any actions undertaken.
If you are not satisfied with our resolution of your complaint:
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 by Leaseline Vehicle Management 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 Leaseline Vehicle Management Ltd. will be sent to the BVRLA within five 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 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/ordering-leaflet/leaflet).
The postal address for the Financial Ombudsman Service is: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
More questions?
If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: sales@lvm.co.uk Telephone: 01727 260666 Or write to us at: 2 Place Farm, Wheathampstead, St Albans, Hertfordshire, AL4 8SB