Vehicle solutions complaints policy

Complaints Handling Procedure

It is the aim of Radius Vehicle Solutions Limited 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:

Oliver Weston – Group Audit & Compliance Manager Radius Vehicle Solutions Limited

Email:  complaints@radiusvehiclesolutions.com

Telephone:  01664 494000

Or write to us at: Radius Vehicle Solutions Six Hills Business Park Fosseway Melton Mowbray Leicestershire LE14 3PD

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

If we can’t resolve your complaint immediately through your Account Manager or usual point of contact, we’ll refer your concerns to our Appointed Contact (Oliver Weston).  They’ll be responsible for seeing your complaint through to a final resolution.

They’ll complete a thorough investigation into your concerns, doing what they can to resolve it over the phone or email within three working days. If it can be resolved, they will send you written confirmation and explain what to do if you remain unhappy with the resolution.

If not resolved inside that time, they will send an acknowledgment of your complaint in writing, within eight days.

The Appointed Contact will keep you updated on the progress of the investigation, and once completed they will be in touch to discuss the outcome of your complaint, and deliver the findings in writing within eight weeks, and explain what you can do if you remain unhappy with our resolution.

If the team can’t respond inside eight weeks, they will let you know why and when to expect a response. Typically, however, complaints are dealt with inside four weeks.

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

Financial Ombudsman 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. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

As BVRLA members we operate within their published code of conduct. If you have any complaints regarding the lease of your car, you are entitled to take your complaint directly to the BVRLA via the following link BVRLA Complaints Procedure
More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: complaints@radiusvehiclesolutions.co.uk Telephone: 01664 494000