Complaints Procedure

Jorvik Motor Leasing Ltd aims to provide a high standard of customer service and treat all our clients fairly. We consider it important that any complaints we receive are dealt with and resolved quickly to the complete satisfaction of our customers.

If you are unhappy with any aspect of our service you can contact us with details of your complaint by :

Calling            01904 777422
Emailing         julian@jorvikmotorleasing.co.uk
Writing           7 Coda Avenue, Bishopthorpe, York, YO23 2SE

To help us resolve your problem please provide the following information when you contact us:

  • Your full name, address and telephone number
  • Full details of your complaint
  • What you would like us to do to put things right
  • Any supportive documentation / copies of all relevant paperwork

We will endeavour to resolve your concerns in the shortest possible time. However, sometimes this may not be possible. In the unlikely event that we cannot 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 along with the action to be taken.

We aim to resolve your complaint directly with you but if you are not satisfied with our final response and if you have a regulated consumer contract with us, you may be eligible to refer the matter to the Financial Ombudsman Service. This must be done within 6 months of our final response. (See www.financial-ombudsman.co.uk).

Unresolved complaints about matters other than an issue with a consumer contract can be referred to the conciliation service offered by the BVRLA (British Vehicle Rental Leasing Association) of which we are a member (see www.bvrla.co.uk).

Should you have any queries relating to our Complaints Handling Procedure, please contact Julian Graham who will be happy to assist you.

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