Complaints Policy

If you are unhappy with our service

We aim to provide you with the highest standards of service. However, there may be occasions when customers feel they have cause for complaint. By letting us know you’re unhappy with the service you’ve received, we have the opportunity to put things right. Your feedback is also vital in helping us to improve our service.

How to make a complaint

If you would like to make a complaint you can contact us in a number of ways:

By Phone: 01905 731662

Email us: alastair@crystallease.co.uk

Write to us:  Alastair Walker
Crystal Lease
3rd Floor Offices,
1 Shaw Street,
Worcester
WR1 3QQ

What happens next?

We will attempt to resolve your complaint as fairly and as promptly as possible. Alastair Walker will investigate your complaint quickly but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation and this can take time. Alastair Walker will assess the details of your complaint thoroughly, fairly and impartially to reach a decision. To help us to do this, please make sure you have provided us with the following information:

  • Your name, address and telephone number
  • Your registration number, account number or other reference number
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put things right
  • Any supporting evidence or documentation

We aim to resolve the majority of complaints over the telephone. Where we believe that the complaint is not related to us, but is answerable by another party, we will forward your complaint to that party and inform you of our actions in writing.

How will I be kept updated?

Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If we haven’t resolved your complaint by this time we’ll ensure you are kept updated on the progress of our investigations. In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will provide you with a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our decision.

How will I know the decision?

Whenever possible we’ll always try to inform you of our decision over the telephone. In cases where we have not resolved your complaint by the end of the next business day, we’ll also confirm our decision in writing to you in a final response letter. This letter will detail a full account of our findings and the rationale for our decision.

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 Crystal Lease.

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.

What is The Financial Ombudsman Service?

Our aim is to resolve your complaint directly with you, but if you aren’t happy with our final response, or 8 weeks have passed since you initially raised your complaint with us, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms. You have a period of 6 months to refer your complaint to the Financial Ombudsman Service. The 6 months starts from the date of the final response letter or 8 weeks after we received your complaint. Further details on the service provided by the Financial Ombudsman Service are included in the booklet entitled “Your complaint and the Ombudsman” which we will provide to you at the appropriate point.

The contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk

If your complaint is in respect of any other issue other than a consumer contract, we are members of the BVRLA (British Vehicle Rental Leasing Association) Membership number is 2025. If after our final response, you are not satisfied, then we will provide you with details of how to complain through them.

By using this website you agree to accept our Privacy Policy and Terms & Conditions