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Complaints procedure

Complaints Handling Procedure

It is the aim of Silverstone Corporation Limited, t/a Silverstone Fleet Management to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

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 by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:
email sales@silverstonefleetmanagement.com
calling us on 0800 612 8901
or write to us at Office 5, The Old Hay Barn, Preston Lodge Court, Preston Deanery, Northampton, NN7 2DS

If you have a regulated 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 our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

What we will do if we receive a complaint from you 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 by the end of the next business day, we will keep you informed of the progress of our investigations. We will send you an acknowledgement 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 endeavor to send this final response within 10 business days of receipt of your complaint.
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 Silverstone Fleet Management.
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 Silverstone Fleet Management 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 Conciliation 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. If you have any questions relating to our complaints handling procedure, please contact us on 0800 612 8901.

Where possible we will try to inform you of our decision over the telephone. If this is not possible by the end of the next business day we will also confirm our decision to you in writing in a final decision letter.

The letter will provide a full and detailed account of our findings and reasons for our decision. Silverstone Corporation Limited t/a Silverstone Fleet Management is authorised and regulated by the Financial Conduct Authority. We also have a duty to operate and provide services within the rules determined by the Financial Conduct Authority. If you are dissatisfied with the outcome of our investigation or if 8 weeks have passed since you initially raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS):

Financial Ombudsman Services,
South Quay,
183 Marsh Wall,
London
E14 9SR,
Tel: 0300 123 9123 or 0800 023 4567,
Fax: 0207 964 1001.
Email: complaint.info@financial-ombudsman.org.uk.

You have a period of 6 months to refer your complaint to the FOS.
The 6 months commences from the date of the final response letter or 8 weeks after we received your complaint. If your complaint is in respect of any other issue other than a consumer contract, we are members of the BVRLA (British Vehicle Rental Leasing Association). If after our final response you are not satisfied, then you can write to the Chief Executive,

BVRLA,
River Lodge,
Badmington Court,
Amersham,
HP7 0DD
Quoting our membership number of 1918.

Should you require any further clarification on how we deal with complaints prior to engaging our services please contact Scott Norville, Managing Director, on 01604 978480 or scott.norville@silverstonefleetmanagement.com

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