In the unfortunate circumstance you feel that our serviced has not been to the standard expected, and that you wish to complain then please follow the undernoted procedure.
Contact us directly
Please in the first instance make your complaint directly to us. This can be done in any format, email, letter, verbal or any other recognised form of communication. To ensure immediate attention, the complaint should be sent directly to:
Director Martin Tucker
Leasing Advisory Service
31 Gloucester Road
Thornbury BS35 1DJ
Telephone : 0333 24 1221 / 07889 726983
Your complaint will be immediately addressed and we will contact you within 5 working days to discuss and do our utmost to resolve your complaint.
We will address and hopefully answer each element of the complaint to your satisfaction in order to amicably resolve the issue.
If the matter cannot be immediately resolved, we will, within a maximum of 8 weeks ensure you receive a detailed response to your complaint. We will detail each element and provide information which will hopefully explain why the matter of complaint arose and why any course of action was taken.
We will inform you of any matter that may require further investigation and seek to provide a realistic and acceptable timescale in which any outstanding matter may be answered.
We would sincerely hope that all matters can be resolved internally and to your complete satisfaction.
If however, you feel that we have not addressed your concerns then you reserve the right to escalate the matter.
We are regulated by the Ministry of Justice and if you feel the matter concerns a breach of their regulations you can take the matter up with them.
Claims Management Regulation Unit,
Compliance Office, 57-60 High Street,
Staffordshire, DE14 1JS
Telephone : 0333 200 0110
You can also refer the matter to the Legal Ombudsman, should this be applicable to the size of your organisation, the details of which are:
Telephone: 0300 555 0333