Complaints Procedure
We aim to provide the highest standard of service to all our customers. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
This guide explains what to do if you have a complaint about any aspect of our service and how we will respond.
What to do if you have a complaint?
If you have a complaint about any aspect of our service, we would like to hear from you.
To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the division or person you have been dealing with.
Alternatively, you can contact us by telephone or in writing. Your complaint will be managed by our Company Secretary in person as soon as possible.
Our contact details for any complaint are as follows:
The Company Secretary
Daley Associates Ltd
Tel: 0800 0148662
Email: info@daleyassociates.co.uk
or in writing to Daley Associates Ltd 6-8 Castle Gate, Castle Street, Hertford, SG14 1HD.
To help us resolve your problem as quickly as possible, we request that you provide the following information:
- Your full name and contact information
- Full details of your complaint
- Your contract agreement details (or other information)
- Outline to us how we can best resolve your complaint
- Provide copies of any relevant paperwork
How we will respond
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 within 3 working days, we will keep you updated of the progress of our investigations. We will confirm our acknowledgment within five business days from us receiving your complaint.
We will provide our final response in writing, including our findings and the action to then take. We endeavour to send this final response within 10 business days of receipt of your complaint. In cases where additional documentation is required, such as proof of income for self employed individuals, we will promptly request it to ensure a thorough review. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.
What to do if you are not happy with our decision
BVRLA Conciliation Service
As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by Daley Associates Ltd.
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 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. Any information requested from Daley Associates Ltd will be sent to the BVRLA within five working days. Based on the information available, 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. We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’.
Financial Ombudsman Service (FOS) who can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Telephone 0800 0234 567.
The website address for the Financial Ombudsman Service if required is
www.financial-ombudsman.org.uk
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.
If you have any questions relating to our complaints handling procedure, please contact us on 0800 0148662.