Complaints Procedure
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Complaints Procedure

Autorama Group Complaints Procedure

We have an industry leading reputation for our excellent working relationships with our clients and as a result, we very rarely need to adopt a complaints procedure. However, we feel it is vital that we have one in place to ensure our clients have complete peace of mind. It is our intention to resolve any issues quickly, and at the point of initial concern. We understand that there may be instances where a complaint requires escalation, in which case the following procedure will be implemented:

In the event of an unresolved service or quality issue with Autorama UK Ltd, please email customerservice@vanarama.co.uk. If the issue cannot be resolved satisfactorily, Joanne Wilkinson, Customer Service Team Leader, will become involved. All details will be recorded and filed, and we will adopt the following steps in conflict resolution:

Discovery

We will identify the problem

We will get the perspective of all parties involved (client, finance company, salesperson or any other third party that may be involved)

Evaluation

We will identify options that will satisfy the client's need

We will determine the most appropriate and fair option

Action

We will implement a resolution

We will notify all parties of the action taken

We will identify steps to assure that this conflict will not recur

We will implement appropriate actions

Review

We will review what action steps were taken to resolve conflict with client

We will act with the client, to ensure their satisfaction with the outcome

We will encourage communication to ensure that all channels are open for further feedback on the process taken and the outcome determined. We will apply the following protocol:

The client will notify the Autorama Group Customer Service Team that a concern exists.

If unable to be resolved at this point, The Autorama Group Customer Service Team will notify Joanne Wilkinson, Customer Service Team Leader, of the concern and the matter will be researched.

Joanne Wilkinson will contact the individual involved directly in the sale within two business days. She will then either provide the client with a resolution at that time or explain why more time is needed to identify the best possible solution.

If the client is not satisfied with the proposed resolution, Joanne Wilkinson will elevate the issue to Kate Cullen, Administration Manager.

In summary, we feel we can confidently provide a service of the highest quality across all aspects of vehicle leasing.

We are BVRLA members and 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. Their contact details are as follows:

By telephone: 01494 434747
By facsimile: 01494 434499
By email: info@bvrla.co.uk

By post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD

As we are regulated by the Financial Conduct Authority we also have a duty to operate and provide services within the rules determined by them. If you have any complaints regarding the financial aspect of the lease and you are dissatisfied with our response, you may be eligible to refer your complaint to the Financial Ombudsman Service, quoting reference number 308213.

Their contact details are as follows:

Financial Ombudsman Services
South Quay Plaza
183, Marsh Wall
London
E14 9SR
Tel: 0300 1239 123
Email: complaint.info@financial-ombudsman.org.uk

In order to comply with legislation introduced on the 1st January 2007 we are obliged to provide the following information:

Company Name: Autorama UK Limited
Registered office: 30/31 Mark Road, Hemel Hempstead, Hertfordshire, HP2 7BW
Registration number: 5137709 (Registered in England)
Contact email: enquiries@autorama.co.uk
VAT number: 842814720

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