360 Vehicle Management Ltd

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info@360vehicleleasing.co.uk

Call us on 0161 478 4330

360 Vehicle Management Ltd Complaints Handling Procedure

Complaints Officer Contact Details

Name: Chris Smith 
Telephone: 0161 478 4330 
Address: Stoneholme Business Centre, 42 High Street, Bury, BL8 3AN 
E-mail: chris.smith@360vm.co.uk

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.

How 360 Vehicle Management Ltd handles complaints

We aim 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.

Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management if the Complaints Officer is unavailable. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

On receipt of a complaint, we will:

  • Acknowledge the complaint promptly 
  • Make contact to seek clarification on any points where necessary 
  • Fully investigate the complaint 
  • Discuss with you our findings and proposed response

We are an Appointed Representative of Product Partnerships Limited (FRN: 626349). Therefore, you have the option of referring your complaint to our principal on the contact details provided below.

Contact details:

Address:
Product Partnerships Limited 
Suite D2 Joseph’s Well 
Hanover Walk 
Leeds LS3 1AB

Telephone number: 01274 921234

Email address: info@productpartnerships.com

Adviser, Provider or Quality of Goods

Clients often express dissatisfaction to their adviser about the product provider, or the quality of the goods. We will need to establish whether or not your complaint relates to the advice given, the advisers service, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our own investigation.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

Investigation

The Complaints Officer will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

Complaints Settled within 3 business days – Informal Complaints Process.

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated via an informal process.

If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

  1.  Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
  2.  We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further  consideration or alternatively refer the complaint to the Financial Ombudsman Service;

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:


  1.  We consider that doing so may better meet your needs; or
  2.  We have already been using another method to communicate about the complaint.

Complaints which cannot be resolved within three business days

Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:

  • Send you an initial response letter within five days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution;
  • Provide you with details of our complaints handling procedures; 
  • Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points; 
  • Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.

Final response

Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.

We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.

If we cannot resolve the complaint within eight weeks:

While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to the complainant again. We will inform him/her of the reasons for the further delay and advise that if he/she is not satisfied with our progress he/she may be entitled to refer the complaint to the Financial Ombudsman Service.

Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.

Financial Ombudsman Service (FOS)

It is our policy to treat all customers the same, however, only eligible complainants may refer their complaint onto the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

Eligible complainants are:

  • A consumer 
  • Companies within the EU definition of a microenterprise 
  • Charities with an annual income of under £6,500,000 
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019) 
  • A guarantor

The Financial Conduct Authority complaints rules apply to complaints:

  • made by, or on behalf of an eligible complainant; 
  • relating to regulated activity; 
  • involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience;

We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.

The contact details for FOS are:

Address: 
The Financial Ombudsman Service 
Exchange Tower 
London E14 9SR

Telephone: 
0800 023 4567 (free for most people ringing from a fixed line)
0300 123 9123 (cheaper for those calling using a mobile) 
+44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org
Website: www.financial-ombudsman.org

Alternative Dispute Resolution:

As a member of the British Vehicle Rental & Leasing Association, we are bound by their code of conduct, and you have access to their conciliation service. If you are unhappy with our response to your complaint, you will be able to refer the matter to the BVRLA. As an approved Consumer ADR body, they will independently review the matter and report their findings. More information about the conciliation service can be found on the BVRLA's website. Using the BVRLA's conciliation service does not in any way affect your right to refer the matter to the Financial Ombudsman Service if you are eligible.

complaint@bvrla.co.uk

British Vehicle Rental and Leasing Association 
River Lodge 
Badminton Court 
Amersham HP70DD

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.

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Contact us

Email : info@360vehicleleasing.co.uk

Telephone : 0161 478 4330

Company Address :
360 Vehicle Management Ltd
Stoneholme
42 High Street
Bury

BL8 3AN

bvrla white x 60px

Membership No: 8160

360 VM is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited’s FCA registration number is 626349 and its address is Suite D2 Joseph’s Well, Hanover Walk, Leeds LS3 1AB. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.

360 VM acts as a credit broker not a lender. We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. The nature of this commission is as follows: we typically receive a fixed commission of £300 per lease entered into, however, this commission may vary in certain circumstances, for example, based upon the model of the vehicle and market influences. In these circumstances, the commission will not exceed a fixed percentage of the total amount of finance advanced. You can request for us to disclose the amount of any commission received. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

Registered in England & Wales with company number : 09533717 | Data Protection No : ZA128717 | VAT No : 211 7550 40

Registered Office : Ground Floor, Seneca House, Links Point, Amy Johnson Way, Blackpool, Lancashire, FY4 2FF

Disclaimer: All vehicle images and descriptions are for illustration and reference purposes only. please visit the relevant Manufacture website to view the most recent and up to date spec of the vehicle. As this could differ from the information on our website. All vehicle leases are subject to credit approval and subject to change at any time. E&OE.

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