Complaints Handling

If you have a problem—let us help!

It is the aim of Autoease / Global Vans to provide a very high standard of service for complaints handling. It is important to us that all issues 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. To help us resolve your problem you should provide the following information:

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

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 including our findings and the action to then take. In all cases, Global Vans will provide a Final Written Response within 8 weeks from the date of complaint.

If a complaint is resolved to the satisfaction of the complainant within 3 working days of their complaint, Global Vans may issue a ‘Summary Resolution Communication’ instead of a Final Response providing this resolution is verbally accepted by the complainant.

If you are an eligible complainant 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 the Financial Ombudsman Service’s link.

Please be aware Autoease / Global vans are accredited by BVLRA as a Leasing Broker member and we adhere to their conciliation services.

If you have any questions in relation to our Complaints Handling Procedure, please contact the individual you are dealing with or our customer service manager, who will be happy to assist you.