Complaints Procedure
It is our aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible. 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, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.
To register a complaint contact us by:
Telephone: 01494 424242
Email: complaints@dreamlease.co.uk
Or write to us at: 1st Floor, 3-4 The Courtyard, Glory Park, Wooburn Green, Bucks, HP10 0DG
To help us to investigate and resolve your complaint 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
- Copies of any relevant paperwork
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 as we may need to complete an investigation. In the unlikely event that we are not able to resolve your complaint within 3 business days, we will keep you informed of the progress of our investigations and provide our final response in writing within 8 weeks, detailing our findings and any actions undertaken.
If you are not satisfied with our resolution of your complaint
Financial Ombudsman Service
If you have a regulated contract with us and are not satisfied with our final response you are 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 (for more information please see www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).
British Vehicle Rental and Leasing Association (BVRLA)
The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available if you are not satisfied with our final response.
Further details can be found at https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html Alternatively, you can write to them at the address below:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD
More questions?
If you have any questions in relation to our Complaints Handling Procedure, please contact us by telephone, email or in writing
Email: complaints@dreamlease.co.uk
Telephone: 01494 424242
Or write to us at 1st Floor, 3-4 The Courtyard, Glory Park, Wooburn Green, Bucks, HP10 0DG