Customer care
Complaints procedure
How we handle concerns and work to resolve them fairly, promptly, and transparently.
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.
HatTech Business Centre - Unit 13Beaconsfield RoadHatfieldHertfordshireAL10 8FFTo help us resolve your problem
- 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.
Complaints settled within three business days
Complaints that can be settled to your satisfaction within three business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:
- Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.
- Explains that if you later become dissatisfied with the resolution, you may be able to refer the complaint back to us for further consideration or refer it to the Financial Ombudsman Service or the BVRLA Conciliation Service, depending on the type of complaint.
- Indicates if we consent to waive the relevant time limits, where we have discretion in such matters.
- Provides the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service.
- Refers to the availability of further information on the Financial Ombudsman Service and BVRLA Conciliation Service websites.
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 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 [email protected].
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 Holmwood Leasing Limited 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 Conciliation 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.
Company details
Holmwood Leasing Limited is registered in England and Wales.
Registered Number: 2904936
Registered Office and Trading Address: HatTech Business Centre Unit 13, Beaconsfield Road, Hatfield, Hertfordshire, AL10 8FF
Holmwood Leasing Limited are authorised and regulated by the Financial Conduct Authority. FRN (659404)
BVRLA Number: 1476
Data Protection Number: Z688935X
Holmwood Leasing Limited is authorised and regulated by the Financial Conduct Authority. Our firm’s reference number is 659404. 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. Business customers may not be protected under the Consumer Credit Act 1974 or the rules of the Financial Conduct Authority.