Complaints Procedure

Complaints Handling Procedure

Our customers are entitled to a high level of service; unfortunately, things can and do go wrong from time to time. When they do, we will make every effort to resolve and handle your complaint as quickly and amicably as possible.

Whether your complaint is about any of the services relating to Silverstone Leasing, our website, general customer service or pre and post-delivery of a vehicle either through Silverstone Leasing or supplying dealer, we would like you to tell us the full details of your complaint so we can put things right.

Help us to understand your complaint.

Understanding the nature of your complaint that can be made by, or on behalf of an eligible complainant; that may refer to what the complainant has suffered, or may suffer, for example, could be financial loss, material distress, material inconvenience or advice given

• Please provide clear details of the nature of your complaint

• Steps you have already taken to try to resolve the complaint that have not been addressed

• What steps would you like us to take to resolve your complaint.

• In your own interest, you should keep copies of the information submitted for your records.

Initial Process The complaint is first considered by the sales representative handling your order or your initial enquiry (unless the complaint relates to that individual).

We aim to resolve your complaint straight away or within 3 working days to your full satisfaction.

If you send us a complaint by email, we will usually respond to you by your e mail.

Should the complaint relate to the individual please refer to Email: Scott Norville or call on 01604 353579 Who will aim to resolve your complaint straight away or within 3 working days to your full satisfaction.

Complaint Procedure

Our Managing Director, Scott Norville, will always assist you in resolving your grievance. He can be contacted by writing a letter or email and sending it to Silverstone Leasing, The Old Hay Barn, Preston Lodge Court, Northampton, NN7 2DS. or by emailing him at scott@silverstoneleasing.com. Alternatively, you can call him on 01604978480.

How will we handle your complaint

Depending on the complexity and nature of your complaint, we aim to resolve it straight away. If we are unable to do so, we will ensure you receive an acknowledgement of progress in writing within 5 working days, explaining why we have not been able to do so and providing information on who is dealing with your complaint.

We will contact you regularly until your complaint has been resolved.

If you are still not satisfied..

If we cannot agree on an acceptable resolution to your complaint within 8 weeks, we will write to you explaining our reasons for the delay or provide a letter detailing our final response.

Final Response The outcome of your complaint investigation will be communicated to you, outlining and explaining our final position in writing in respect of your complaint.

You also have the legal right to refer our final response decision to the Financial Ombudsman/Complaints within 6 months from the date of the final decision.

The FOS provides free service along with a mechanism for resolving disputes which is a simple, informal and accessible alternative to the courts.

Their address is: The Financial Ombudsman Service (FOS), Exchange Tower. LONDON E14 9SR ombudsman./complaints Tel: 0800 023 4567 (free), or 0300 123 9123 (costs no more than calls to 01 and 02 numbers)

You may also refer your complaint to the BVRLA conciliation service by completing their complaint form and submitting it via email to complaint@bvrla.co.uk or via post to BVRLA River Lodge Badminton Court Amersham HP7 0DD Tel: 01494 545711 Fax: 01494 434499. Our membership number is 1918.

Silverstone Leasing aims 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 handle complaints and 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, we would like to hear from you. You can contact us by telephone, email, or in writing, and the appropriate person will resolve your complaint in the shortest possible time.

To register a complaint, contact us by:

Email: sales@silverstoneleasing.com Telephone: 01604 978480
Or write to us at: Office 5, The Old Hay Barn, Preston Lodge Court, Preston Deanery, Northampton, NN7 2DS

To help us 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 will we do if we receive a complaint from you

We will try to resolve your complaint immediately; however, this may be impossible sometimes. In the unlikely event that we cannot 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 with details of our findings and any actions undertaken.

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

Financial Ombudsman Service

If you have a regulated contract with us and are unsatisfied with our final response, you can 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 ).