It is the aim of Kew Vehicle Leasing 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 about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
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 and provide our final response in writing providing our findings and the action to then take.
To register a complaint contact us by either:
calling us on 0203 189 1299
or write to us at Crown House, 9 Duke Street, Richmond, Surrey, TW9 1HP
Unresolved disputes may be referred to the BVRLA by either the customer or the member involved. Details should be submitted by email to: firstname.lastname@example.org
If the customer does 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
If you have a regulated 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 our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.
* All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.
T: 0203 189 1299
F: 0872 110 8975
Kew Vehicle Leasing Limited
9 Duke Street
Kew Vehicle Leasing Limited are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 747335
Registered in England & Wales with company number : 08594501 | Data Protection No : ZA197574 | VAT No : 165 888 942
Crown House, 9 Duke Street, RIchmond, TW9 1HP
Copyright © 2018 Kew Vehicle Leasing Limited, All rights reserved.