Complaints Handling Procedure

It is the aim of AMG Autolease Ltd 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.

The British Vehicle Rental and Leasing Association (BVRLA) Conciliation Process

Unresolved disputes can be referred to the BVRLA either by the customer or the leasing broker who is involved.

All information and details should be sent via email to ; complaint@bvrla.co.uk

If email cannot be used full details can be sent by post to the address below:
British Vehicle Rental and Leasing Association
River Lodge
Badminton House
Amersham
HP7 0DD

The BVRLA will investigate all potential breaches of this code of conduct and aim to rectify any issues using the information provided on the dispute by both parties. Any information requested from AMG Autolease Ltd will be forwards to the BVRLA within a maximum of 5 working days. Based on its findings the BVRLA will then contact both parties with its findings and further actions.

THE BVRLA aims to resolve complaints through the conciliation service with 30days and all of its members must comply and adhere to the conciliation services findings.

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 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:
email sales@amgautolease.co.uk
calling us on 01302 623163
or write to us at The Lodge, Armstrong House, First Avenue, Doncaster, South Yorkshire, DN9 3GA

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.

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