Date: 29.06.2018

Issue: 2.1

Email: complaints@gkluk.com

1. INTRODUCTION

Ensuring that GKL Leasing treats their customers fairly is one of the key business principles for the organisation. It is vital that customers know that if something goes wrong, their complaint will be dealt with in a reasonable way and that they will get a fair outcome.

2. DEALING AND RESOLVING A WITH COMPLAINT

If a written complaint is received by the company, it will do the following:

• investigate the complaint competently, diligently and impartially.
• assess fairly, consistently and promptly:
  • what the complaint is about;
  • whether it should be upheld; and
  • what action/redress should be taken.
• provide fairly and promptly:
  • a clear assessment of the complaint; and
  • an offer of redress or remedial action, if appropriate.
• ensure any offer of redress or remedial action that is accepted is settled promptly.

If GKL Leasing has resolved a complaint, as set out above, by close of business on the fifth business day following receipt of that complaint, then, providing the customer has accepted the response, GKL Leasing don’t need to take further action.

A complaint can be regarded as having been resolved by close of fifth business day where the complainant has indicated that they accept the response, with neither the response nor the acceptance having to be in writing.

3. KEEPING THE COMPLAINANT INFORMED

When GKL Leasing receives a complaint, the member of staff dealing with the complaint will send the complainant a prompt written acknowledgement that the complaint has been received and is being dealt with.

After this, GKL Leasing will ensure the complainant is kept up-to-date with progress in resolving their complaint.

4. TIME LIMITS

GKL Leasing will send a final response to a complainant within eight weeks of receiving the complaint. A final response is a written response that:

• states whether the complaint has been upheld;
• where appropriate offers redress or remedial action;
• if relevant, encloses a copy of the Financial Ombudsman Service’s (FOS’s) standard explanatory leaflet; and
• informs the complainant that if they remain dissatisfied, they may now refer their complaint to the FOS and must do so within six months or to the British Vehicle Rental and Leasing Association (BVRLA) who would act as Mediator. The BVRLA service operates by reviewing the evidence from both parties and determining whether there has been a breach of the relevant Code of Conduct.

If GKL Leasing is not able to provide a final response at this stage, the company will write to the complainant explaining why and indicate when the company expects to be able to provide a response.