Complaints Handling Procedure

It is the aim of our company to provide a very high standard of service to every client. It's important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This policy 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 or in writing and your complaint will be resolved in the shortest possible time;

Compliance Manager
Yorkshire Vehicle Finance Limited
92 Baslow Road
Totley
Sheffield
S17 4DQ
Telephone Number: 01142361818
Email Address: paul@yvf.co.uk

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

- Your full name and contact information
- Full details of your complaint
- Your agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork

We will try to resolve your complaint immediately; however, sometimes this may not be possible (although we will contact you to acknowledge your complaint within 5 working days). In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

We will issue a final response by the end of eight weeks after receipt of the complaint. The final response will set out one of the following:

1. Acceptance of the complaint and, where appropriate, offer redress or remedial action.
2. An offer of redress or remedial action without accepting the complaint.
3. A rejection of the complaint and the reasons for doing so

If we are unable to make a final response by the end of eight weeks, we will inform you in writing of this and indicate when we will be in a position to make a final response.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may be eligible to refer your complaint to either;

The Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services, including many types of lending and insurance. Established by parliament, its services are free to consumers - http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Financial Ombudsman Service;

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

You must do this within six months of our final response.

Alternatively, you may also wish to contact the BVRLA (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 of your complaint should be submitted by email to: complaint@bvrla.co.uk or if you do not have access to email, details can be sent by post or fax: 

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
Fax: 01494 434499

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should 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 the Conciliation Service within 30 days.

http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

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Regulatory Information
Morgan Highfield & Land and Prestige Car Leasing are trading names of Yorkshire Vehicle Finance Limited who are a credit broker, not a Lender.

Yorkshire Vehicle Finance Limited is Authorised and Regulated by the Financial Conduct Authority - FRN 665369. 

Yorkshire Vehicle Finance Limited is not an IFA & does not offer qualified tax advice. Any general information found at prestige-car-leasing.co.uk or otherwise is no substitute for your own qualified tax or legal advice. Lenders may pay us for introducing you to them.

Registered in England & Wales with company number: 03924927

Complaint Handling Procedure & our Terms of Business

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