Complaints Procedure
Polestar Car Leasing which is a trading style of UK Carline Limited, always aim to provide the highest level of service to all our customers but we do realise that sometimes things can go wrong. It is very important that we resolve all complaints as quickly as possible and to make sure that our customers are completely satisfied with how we have handled any complaint. The following explains how we deal with any complaint and what steps you can take if you are not satisfied with any resolution.
If you have a complaint
If you have a complaint about any aspect of our service. You can contact us by telephone, email or in writing and we will look to resolve your complaint in the shortest possible time.
To help investigate and to resolve any complaint as quickly as possible you should first contact the department you have been dealing with. It would also help to resolve any issues quickly by providing the following information:
- Your full name, address and telephone number that we can contact you on
- Full details of your complaint
- Any details about your agreement or order details, including vehicle details if possible
- How you would like us to make things right
- Copies of any relevant paperwork or email trails
We will try to resolve your complaint immediately or within the same day, however, sometimes this may not be possible as we may need to investigate further by contacting suppliers or listening to recorded telephone conversations which can be time-consuming. If we are unable to resolve your complaint by the end of the next working business day we will keep you informed of the progress of our investigations.
If we have reasonable grounds to be satisfied that another party may be solely or jointly responsible for the matter (i.e. Dealer, Delivery Company, Finance Company etc.), we will liaise with the third party to resolve the complaint for you.
If your complaint is solely for a third party, your complaint will be promptly transferred to them for resolution.
Ideally, you should receive a definitive reply within four weeks. If this is not possible because an investigation has not been fully completed, we will send you a progress report letter.
If your complaint relates to discretionary commission arrangements, please be aware that the Financial Conduct Authority has announced a pause in the requirement on firms to provide a final response to this type of complaint within 8 weeks of receiving it and the corresponding right that complainants have to refer their complaint for consideration by the Financial Ombudsman.
The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement between the lender and the broker and will last for 37 weeks (approximately 9 months). The FCA has also extended the time limit for complainants to refer complaints about this issue to the Financial Ombudsman from 6 to 15 months.
If your complaint does relate to discretionary commission arrangements, please continue to make the complaint to us and we will contact you to give more information on how this may affect your outcome.
Once the investigation has taken place, we will explain promptly to you, our assessment of the complaint, our decision (whether to uphold or reject the complaint) and our offer of remedial action or redress if this is appropriate. A final resolution letter should be sent to you within eight weeks.
If at this point you are not satisfied with our response you may be able to refer it to the financial ombudsman service or the conciliation service via the BVRLA (British Vehicle Rental and Leasing Association.)
If you have any questions regarding our complaints procedure you can contact the Quality Assurance Team who will be happy to help you:
Quality Assurance Team
Polestar Car Leasing
Sunnybank House
Bilsborrow Lane
Bilsborrow
Preston
PR3 0RN
Tel: 01995 642434
Email: complaints@polestarcarleasing.co.uk
If you have a regulated contract or you are a micro-enterprise (1-9 employees) with one of our panel of funders and you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. Other customers can take their complaints to the BVRLA conciliation service. Both contact details are below:
Financial Ombudsman Service
Exchange Tower
London
E14 5SR
Tel: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
Email: complaint@bvrla.co.uk
