Complaints Procedure

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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.

To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. Alternatively, 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:

Complaints Department
ACL Automotive Ltd t/a Volvo Cars On Lease
Arena Business Centre
9 Nimrod Way
Ferndown Industrial Estate
Dorset
BH21 7UH

Tel: 0845 269 1103
Fax: 0345 269 1106
Email: complaints@volvocarsonlease.co.uk

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 endeavor 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 ACL Automotive Ltd t/a Volvo On Lease.

The BVRLA is approved by the 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 ACL Automotive Ltd t/a Volvo On Lease 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 0845 269 1103