Complaints

1. Aims

Our aim is to provide a very high level of service to all of our customers.

2. Complaints Handling Procedure

As a Company, we aim to provide very high standards of service to all of our clients. Therefore, it is important to us that all complaints are resolved in a reasonable time frame and to the satisfaction of our clients.
The following procedure details how we deal with complaints brought to our attention. It also explains what you can do if you think your complaint has not been resolved to your satisfaction.

3. What to do if you have a complaint:​

If you wish to make a complaint, in the first instance, please contact us in writing at our Complaints address:- Creative Client Services Ltd (HCL), Business and Technology Centre (SB211), Telford Campus, Priorslee, Telford, Shropshire TF2 9NT and we will be happy to assist you. We recommend that you obtain proof of posting.

Or alternatively please call us on 01952 350000 between 9am until 5:30pm Monday to Friday. If we cannot resolve your query to your satisfaction with us directly, you may be entitled to refer your complaint to the Financial Services Ombudsman Service.

To assist us in resolving your complaint efficiently, it would be helpful if you could also provide us with the following information:

• Your full name and preferred contact details;

• Your reference number in any correspondence we have given you and or vehicle registration number;

• Full details of your complaint;

• Copies of relevant paperwork;

• Photographic evidence of any complaint relating to vehicle damage/defects where applicable;

• What you expect us to do to put things right;

• Any other information that you think may be relevant.

​Please note: If you appoint a third party to act on your behalf, then in accordance with various regulations such as GDPR, we cannot discuss any aspect of your contract with them until we receive your permission in writing or from your personal email address or in writing to the above address.

Our Complaints Process

1. We will come back to you with a Written Acknowledgement

2. We will provide a Complaint Reference Number

3. Case Handler Allocated

4. We may need to clarify some items

5. We will investigate the complaint

6. We will update you on our progress

7. Write to you with our findings

8. Final response (which hopefully resolves your complaint) normally within 14 days and no later than 8 weeks

If you are unsatisfied you can complain to the Financial Ombudsman:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk

Even if you do not want to complain, but are unhappy about any part of the service that we offer, we would like to hear from you.
As an organisation we are committed to treating our customers fairly, before, during and after a sale.

Before the sale you can expect us:

• To clearly identify the vehicle, detail, prices and costs;

• To provide details of your cancellation rights. For policies this will also include complaints procedures;

• To provide documentation detailing the deal you have chosen.

After the sale you can expect to:

• Not encounter any unnecessary barriers to cancelling any insurance policies policy within regulatory agreed time frames;

• Have any complaints dealt with in a timely and professional manner to a maximum of 8 weeks.

Complaints

If at any time or any stage of the process, you feel that you have not been treated fairly by any member of our staff or wish to make a complaint, then please contact us.

We will try to resolve your complaint quickly; however, sometimes, this may not be possible. In these instances, we will explain what we are doing, or plan to do, to provide an agreeable solution to your complaint and keep you up to date on the status of this.

We will keep you informed of the progress of our investigations into your complaint and provide our final response in writing, providing our findings and the action, to then take.

If you have a complaint about any aspect of our service, please contact us by telephone or in writing to one of the following areas. We aim to answer all complaints within two business days after receipt.
Phone: 01952 350 000
Post: Creative Client Services Ltd (HCL), Business and Technology Centre (SB211), Telford Campus, Priorslee, Telford, Shropshire, TF2 9NT
(We recommend that you get proof of posting)

If you have a regulated consumer credit contract arranged by us and are not satisfied with our final response, or our investigation is not concluded within 8 weeks, you can refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service (FOS), or the BVRLA. The Financial Ombudsman Service whose jurisdiction extends to cover general insurance mediation and consumer credit activities. They may be contacted at Exchange Towers, Harbour Exchange Square, London, E14 9SR, and telephone number 0800 023 4567, e-mail: Complaint.info@financial-ombudsman.org.uk. Please note that the Financial Ombudsman will not answer any complaints that have not come to us first.

Alternatively, if you have a regulated consumer credit contract arranged by us you may want to contact the BVRLA Conciliation Service.
BVRLA Conciliation Service

As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or Creative Client Services Ltd may refer any unresolved disputes to them, if you wish.

The BVRLA aim to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.

You can contact the BVRLA via:
Email: complaint@bvrla.co.uk
Phone: 01494 434747

Or, if you do not have access to email, details can be sent by post to:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

Details on how to complain to BVRLA can be found on www.bvrla.co.uk.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at Creative Client Services Ltd (HCL), Business and Technology Centre (SB211), Telford Campus, Priorslee, Telford, Shropshire TF2 9NT or via the website.