01422 229109

info@kudosvm.com

Kudos Vehicle Management Ltd Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of Kudos Vehicle Management Ltd 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 clients.

This procedure 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

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, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: info@kudosvm.com Telephone: 01422 229109
Or write to us at: 24 Ripponden Business Park, Oldham Rd., Ripponden, HX6 4FF

To help us to investigate and resolve your concerns as quickly as possible please 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

What Happens Next?

Once we receive notification of your complaint, we will write to you as soon as possible, but no later than five (5) working days, to identify that we have received your formal complaint and that an investigation will be undertaken. We will also outline what we believe your complaint to constitute. (This stage of the complaint is called the “Acknowledgement of Complaint”).

In the Acknowledgement of your Complaint, we will allocate a person within our organisation who will deal with your complaint (the “Complaints Officer”). This will provide you with a specific person as a direct point of contact during the investigation. When you receive an Acknowledgement of your complaint, we would invite you to make further comments, should our response not completely reflect the full extent of your complaint. Any further comments you may have should be made to the Complaints Officer dealing with your case. During the process the Complaints Officer will keep you reasonably informed as to the progress of your complaint. We will only use the personal details you provide to us in order to assist with the complaints procedure.

How Will the Complaint Be Resolved?

The Complaints Officer investigating your complaint will consider all of the information and evidence which you provide. As part of this, we do encourage that you provide as much information to us as possible. The Complaints Officer will conduct the investigation in accordance with the law and, where applicable, in contemplation of the relevant guidance set out by the Financial Conduct Authority.

When Will the Complaint Be Resolved?

We will endeavour to resolve your issue at the earliest opportunity; therefore you should expect an acknowledgement of your complaint within 5 working days and a full written response within 28 days. If this is not possible you will be informed in writing of the progress being made towards the consideration of your complaint. We aim to resolve all complaints within 10 working days of initial contact, but due to reasons beyond our control, this is not always possible. In our final written outcome, will endeavour to summarise your complaint, setting out the results of the investigation and any views on the issues identified. Kudos will also send out to you “your complaint and the ombudsman”.

If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service & Conciliation Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service & BVRLA Conciliation Service.

Financial Ombudsman Service (FOS)

You must do this within six months of our final response. We will co-operate fully with the FOS to resolve a complaint made against us.

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567 (free from a UK land line) 0300 123 9123 (lower cost from a mobile)

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

BVRLA Conciliation Service

As a member of the British Rental & Leasing Association (BVRLA) you may also contact the BVRLA for an unresolved dispute. The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. You can send any complaint to the BVRLA in writing via:

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