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established 1993
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complaints procedure

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


Here, we explain how we will deal with any complaints and what to do if you think your complaint has not been resolved to your satisfaction.


What to do if you have a complaint


If you have a complaint about any aspect of our service, we would like to hear from you.


You can contact us by telephone or in writing. Your complaint will be resolved by the appropriate person in the shortest possible time.


Our contact details are as follows:


Holmwood Leasing Limited

29 Burrowfield 

Welwyn Garden City  

Hertfordshire 

AL7 4SS


Tel: 01707 328000

Fax: 01707 376340


Email: info@holmwoodleasing.com


To help us resolve your problem, you should provide the following information:


Your full name and contact information


 Full details of your complaint


 Your lease agreement details


Details of what you would like us to do to put things right


Photocopies of any relevant paperwork


What we will do if we receive a complaint from you


We will try to resolve your complaint immediately. However, sometimes this may not be possible. 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. We will send you an acknowledgement within five business days from us receiving your complaint.


We will provide our final response in writing, including our findings and the action to then take. We endeavour to send this final response within 10 business days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.


What to do if you are not happy with our decision


BVRLA Conciliation Service


As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by Holmwood Leasing Limited


The 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 should be submitted by email to: complaint@bvrla.co.uk


If you do not have access to email, details can be sent by post to:


British Vehicle Rental and Leasing Association

River Lodge

Badminton Court

Amersham

HP7 0DD


The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from Nationwide Vehicle Contracts will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations.


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


Financial Ombudsman Service


If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response.


When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.


If you have any questions relating to our complaints handling procedure, please contact us on 01707 328000.

Holmwood Leasing Limited is registered in England and Wales. 

Registered Number: 2904936 

 

Registered Office and Trading Address:

29 Burrowfield - Welwyn Garden City - Hertfordshire - AL7 4SS


Holmwood Leasing Limited are authorised and regulated by the 

Financial Conduct Authority. FRN (659404)


BVRLA Number:         1476 

Data Protection Number:  Z688935X


We act as a credit broker, not a lender. We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations.