Complaints

Making a complaint

You can raise a complaint with us by email, phone or letter using the following contact information:

In writing: 15 Riverside Studios, Newcastle Business Park, Amethyst Road, Newcastle Upon Tyne, NE4 7YL

By phone: 0191 460 9444

By Email: sales@lingscars.com

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

• Your full name and contact information
• Full details of your complaint
• Your lease agreement details
• Details of what you would like us to do to put things right
• Photocopies of any relevant paperwork

Any verbal or written complaints will be directed to the appropriate department manager, such as the sales manager, and our complaints manager. This will be done as soon as possible in case the relevant manager is not accessible. Additionally, we will:

• Acknowledge the complaint in writing promptly
• Give details in our acknowledgement letter of the Financial Ombudsman Service
• Make contact to seek clarification on any points where necessary
• Fully investigate the complaint
• Keep you informed of our progress
• Discuss with you our findings and proposed response

If an immediate response is not possible, we will reach out to update you on the progress. Our final response will be provided at the earliest opportunity and no later than eight weeks.

What if you are not happy with our final decision?

• Any unresolved issues can be referred to the regulatory body for the vehicle rental and industry which is the BVRLA. The BVRLA also offer a conciliation service.
• If you disagree with our decision you should contact us. Alternatively, you can contact the Financial Ombudsman Service with your comments. You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint.
• If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it.

If you have any further questions relating to our complaints handling procedure, please contact us via telephone, email or in writing.

mail: sales@lingscars.com

Telephone: 0191 460 9444

Or write to us at: 15 Riverside Studios, Newcastle Business Park, Amethyst Road, Newcastle Upon Tyne, NE4 7YL

The BVRLA

LINGsCARS.com are a member of the industry trade body, the BVRLA (British Vehicle, Rental and Leasing Association). All BVRLA leasing brokers must adhere to their mandatory Code of Conduct, which is there to ensure that the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information and a complaint resolution service. In addition, all broker members are audited or inspected to BVRLA standards. If you are not satisfied with the outcome of your complaint we have provided a link to the BVRLA conciliation service where further information is provided about this service - BVRLA Conciliation Service

Financial Ombudsman Service

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 firm undertakes to pay promptly any fees levied 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.uk

Website: www.financial-ombudsman.org.uk