Complaints procedure

Complaints Handling Procedure

 Go Leasing Ltd (also known hereafter as, the company, we or us) are committed to high levels of customer service and will make all reasonable efforts to resolve any complaint in a fair and prompt manner made by the customer (also known hereafter as you, your, yourself, or the customer). We will usually acknowledge “your” complaint within 5 working days, given normal office hours, Monday to Friday.

If “you” do have a complaint or concern, please contact us initially:

By telephone: 0161 678 8228,

In writing by post:
The Managing Director,
Go Leasing Limited,
PO Box 434,
Chadderton,
OL9 0ZG

By email: sales@go-leasing.com.

Given the nature of the complaint/dispute we will provide a timescale to remedy any dispute and “we” promise to keep “you” up to date with respect to any progress “we” make.

We will do our very best to resolve any issue in a fair and equitable manner.

What information will we need from you?

• Registration or agreement number
  
• Your contact details
  
• The nature of your complaint
• Copies of supporting paperwork relating to your complaint
  
• How you would like us to do to remedy the problem

We will:

• Check the facts and details, contacting the relevant parties involved
  
• Keep you informed
  
• Have a final response for you within 8 weeks of your initial contact

If you are unhappy with our final response

Other avenues may be open to you if you are not satisfied with our final response.You may, if you remain unsatisfied with a decision taken contact the BVRLA (the British VehicleRental Leasing Association) directly at www.bvrla.co.uk quoting our BVRLA number 2241.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative DisputeResolution for Consumer Disputes

You can contact the BVRLA:
By telephone: 01494 434747
By email: complaint@bvrla.co.uk

Or in writing to the following address:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

Subject to the type of agreement you have taken out with us, you may have recourse to contactthe Financial Conduct Authority. Our FCA permission reference number is FRN 722805.

You can contact the FCA
By telephone: 0800 111 6768
By email: https://www.fca.org.uk/contact
Web: https://www.fca.org.uk/consumers

Or in writing to the following address:
FCA Head Office
12 Endeavour Square
London
E20 1JN

Consumer credit customers also have the legal right to refer unresolved disputes to the FinancialOmbudsman Service within 6 months from the date of the final decision provided to you.Consumer credit customers should note that in some instances due to Data Protection rules wemay need to refer you directly to the finance provider, we will advise you of this if it applies toyou.

You can contact the Financial Ombudsman Service
By telephone: 0800 023 4 567
By email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

Or in writing to the following address:
The Financial Ombudsman Service,
Exchange Tower,
London
E14 9SR

Version: GODOC48