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Call us on 01792 818 538 or fill out the form below and one of our team will get back to you as soon as possible
Thank You.
The lcv group always aim to deliver the highest standard of service to every customer. When we receive a complaint, it is important to us that where possible we adopt first call resolution attitude, however we may need more time, to conduct a full and throughout investigation, and we always aim to reach a satisfactory resolution as quickly as possible. This document explains how the lcv group deal with complaints. It also tells you what you can do if you feel that your complaint has not been resolved to your satisfaction.
In the first instance if you would like to raise a complaint with the lcv group you should contact the Complaints Manager as detailed below:
Title: Complaints Manager
Telephone: 01792 818538
Telephone: 01792 818538
Address: the lcv group, Riverside House, Normandy Road, Morfa Industrial Estate, Swansea, SA1 2JA.
E-mail: complaints@thelcvgroup.co.uk
Any complaint verbal or written will be handled by our Complaints Manager or a member of Senior Management in the Complaints Manager’s absence. We will:
Throughout our investigation we will contact you advising on our progress, and we will issue our final response as soon as possible and no later than eight weeks after your initial complaint.
Customers often express dissatisfaction to their adviser about the product or the product provider. We will need to establish if your complaint relates to our service, the service or performance of the product or the service or performance of the product provider. If it is not immediately clear which area the complaint falls, we will continue as normal with our own investigation in order not to delay the outcome. The Complaints Manager will review this matter and take the complaint to the provider if appropriate after consultation with you.
The Complaints Manager will establish the nature and scope of your complaint paying due regards to the Financial Conduct Authority's direction:
This will set out clearly the firm's decision and how we arrived at our decision. If any compensation has been awarded a clear method of calculation will be detailed. We will include details of the Financial Ombudsman Service in the final response, and we will:
Where complaints are settled to your satisfaction within three business days, these can be communicated differently. Where we consider a complaint resolved to your satisfaction under this section, we will promptly send you a 'Summary Resolution Communication', being a written communication from us which:
The BVRLA is a Trading Standards approved alternative dispute resolution (ADR) service which is available in those rare circumstances where a customer has exhausted our complaints procedure and remains dissatisfied.
Unresolved disputes may be referred to the BVRLA by the customer or the lcv group but the lcv group cannot initiate a complaint against the customer.
The service operates by reviewing the evidence from both parties and determining where there has been a breach of the relevant Code of Conduct.
You can raise a complaint via the link below or by writing to the BVRLA at the address also given below:
https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaints-form.html
British Vehicle Rental and Leasing Association,
River Lodge,
Badminton Court,
Amersham,
Buckinghamshire,
HP7 0DD
If the complainant exercises this right, the BVRLA will contact the lcv group to obtain sufficient information to conduct their own investigation. The BVRLA does not have jurisdiction to award compensation payments, however if the BVRLA finds in favour of the customer they will look to ensure that any unjustified charges incorrectly raised by the member are refunded in full.
We will consider the complaint closed once we have issued to you our final response letter. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
We will co-operate fully with the Financial Ombudsman in resolving any complaints made against us and agree-to be bound by any awards made by the Ombudsman. We undertake to pay promptly any award made in your favour by the Financial Ombudsman Service.
In writing: The Financial Ombudsman Service Harbour Exchange Square, London, E14 9SR
Website: www.financial-ombudsman.org.uk
Email completed form to: complaint.info@financial-ombudsman.org.uk
Telephone:
0800 023 4567 - Calls to this number are free from mobiles and landlines.
0300 123 9123 - Calls to this number cost no more than calls to 01 or 02 numbers.
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