Complaints Handling Procedure

It is the aim of Morgan Highfield & Land Limited 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
Morgan Highfield & Land Limited
The Old Post Office
68 Manchester Road
Deepcar
Sheffield
S36 2RD
Telephone Number: 01142 504030
Email Address: info@prestige-car-leasing.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

Looking for Personal car leasing deals? If so click here

Prestige Car Leasing

Morgan Highfield & Land Limited, we are a Quality Family Business since 1999

Family Business

Learn More About Leasing?

I'd like to know more about Contract Hire & Leasing Deals

Learn More

Regulated Business

Important Regulatory information & our Terms of Business

Regulated

Independent Reviews

Find out what our clients say about their experience & the services we offer

Independant Reviews
websitefeed

Regulatory Information
Morgan Highfield & Land Limited is an independent finance broker & credit brokerage with access to a representative range of financial products for the purposes of vehicle financing.
Lenders may pay us for introducing you to them.

Morgan Highfield & Land Limited is not an IFA nor offers qualified tax advice & any general information is no substitute for your own qualified tax or legal advice.
Morgan Highfield & Land Limited is Authorised and Regulated by the Financial Conduct Authority - FRN 659931.

Complaints
Complaints Handling Procedure

Contract Details
Business Contract Hire special offer pricing displayed in RED is exclusive of Vat @ 20% and with 12 payments in advance.
Personal Contract Hire pricing displayed in BLACK is inclusive of Vat @ 20% and with 12 payments in advance.

Contract Hire and all other methods of funding are subject to status, guarantees may be required. 

Different terms, mileages & contracts are available upon request. 
Please see our Terms and Conditions for further details.
Not all Lenders allow the use of In Car Connected Services

Choose an initial rental in advance

3

6

9

12


BVRLA
BVRLA membership number - 1493
By continuing to browse this site, you give consent for cookies to be used. For more details please read our Privacy & Cookies policy.


© Morgan Highfield & Land Limited
All rights reserved
V. 202 (01/18)