Complaints Procedure
Citygate Leasing Limited is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.
We will investigate all complaints competently, diligently, and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently, and promptly considering all relevant factors to ensure a fair outcome for you.
General Complaints
Step 1: Contact Us
If you have a concern with either your vehicle or the service you have received at Citygate Leasing Limited, please contact us. We are best placed to address your concerns.
To help us investigate and try to resolve your complaint, please provide us with the following information:
- Your name, address and email address
- Details of how we can contact you
- A clear description of your complaint
- Details of what you would like us to do to rectify the situation
- Copies of any relevant supporting documentation
The best way to contact us is to use our complaints email: leasingcomplaints@citygate.co.uk
We can also be reached at our office:
Citygate Leasing Limited
The Weighbridge, Brewery Courtyard,
Marlow, Buckinghamshire, United Kingdom, SL7 2FF
Step 2: Our commitment to you.
We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.
We will do our best to resolve your complaint quickly, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, we will:
- within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
- keep you updated on the progress of your complaint, and
- within 8 weeks of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.
We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.
Step 3: What if I remain unhappy with your response?
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to raise the complaint with the British Vehicle Leasing Association, and we will enter an alternative dispute resolution. You can do this online at www.bvrla.co.uk or write to them at:
BVRLA
River Lodge
Badminton Court
Church Street
Amersham
Buckinghamshire
HP7 0DD
Step 4: What if I am still not satisfied?
You can then contact the Financial Ombudsman Service for an independent review by contacting them at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234 567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Regulated/Financial Products Complaints
Citygate Leasing Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Therefore if you have a complaint related to the finance proposal or the leasing finance product that you’ve been provided, you can also register a complaint to ITC Compliance. Please find ITC’s complaint policy below.
Our Commitment to You
Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a Complaint
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated insurance or finance product purchased at an early stage. You can notify us of your complaint through the following channels:
In Writing: ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH
Telephone: 0845 177 2266 or 0117 440 3700
Fax: 0845 177 2255
Email: complaints@itccompliance.co.uk
What happens if your complaint cannot be resolved right away in the organisation?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.
Once received, your complaint will be investigated and dealt with in the following way:
By Day 7
We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.
By Day 28
Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By Day 56
In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response.
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority.
You can find out more about the service by contacting:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Tel: 0300 123 9123.
Web: www.financial-ombudsman.org.uk
If you have any queries about our complaints process please contact:
ITC Compliance Ltd, Complaints Department, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH.
Tel: 0845 177 22 66 or 0117 440 3700