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Complaints procedure

Our Commitment to You

It is always our aim to provide a very high standard of service to every client, however, if you feel we have fallen short on our service to you, and you have been disadvantaged or have a grievance, you are entitled to submit a formal complaint which we will investigate and where necessary, rectify as quickly as possible.

This procedure explains how we will deal with your complaint. It also informs you what you can do if you are not happy with the outcome of our investigation.

If you have a complaint:

To submit a complaint, and so we can resolve your issue as quickly as possible, you may contact us by telephone or in writing or email:

Our contact details are as follows:

Email:             complaints@anycaronline.co.uk
Tel:                  0300 124 0979
In Writing:      Customer Service Department, Any Car Group, Business First Centre, 23 Goodlass Road, Speke, Liverpool, L24 9HJ

What information we will need to process your complaint

We will need some or all of the following:

     a)    Your full name, address and telephone number that we can contact you on
     b)    Full details of your complaint
     c)    How you would like us to make things right

What happens if your complaint cannot be resolved right away?

There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.

Once received, your complaint will be investigated and dealt with in the following way:

Within 24 hours
We will acknowledge receipt of your complaint and inform you of our complaint’s procedure.

Within 5 days
We will post you a letter which details our initial response and full details of your rights and options.

Within 28 days
After full investigation, we will endeavour to email you a full response to your complaint. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

Within 56 days
In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response.

What to do if you are not happy with our final decision.

If you are dissatisfied with our final response, you may be entitled to complain to the Financial Services Ombudsman or the BVRLA (British Vehicle Rental & Leasing Association) for a final independent adjudication.

BVRLA Conciliation Service
Any Car Online is Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Details of your complaint 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. Based on the information available from both parties, 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. We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The Financial Ombudsman Service, Exchange Tower, London E14 9SR.Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad).Email: complaint.info@financial-ombudsman.org.ukWebsite: www.financial-ombudsman.org.uk .

Complaints Settled Within 3 Business Days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.

We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.

Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters).

Provide the website address of the Financial Ombudsman Service; and Refer to the availability of further information on the website of the Financial Ombudsman Service.

Closing a complaint

We will consider a complaint closed when we have made our final response to you, and/or when you have accepted our final adjudication and/or settlement. This does not prevent you from exercising any rights you may have to refer the matter to the BVRLA or the Financial Ombudsman Service

Note

This complaints procedure applies to Any Car Online, Any Car 4U and Car Lease and Go, which are all trading styles of Any Car Group Limited.

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