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Complaints procedure

Complaints Handling Procedure

It is the aim of Churchill Vehicle Leasing Ltd 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.

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 the following means:-

Complaints Manager Contact Details:-
Name: Duncan Rujas
Address: Churchill Vehicle Leasing Ltd, 11 North Street, Portslade, Brighton, BN41 1DH

Our Procedures

Our Procedures Any complaint, verbal or written, will be referred to our Complaint’s Manager at the earliest opportunity, or to your sales agent if the Complaint’s Manager is unavailable and the matter requires immediate attention.

We will:

•Acknowledge the complaint in writing promptly
•Make contact to clarify any points where necessary
•Fully investigate the complaint
•Keep you informed of our progress
•Discuss with you our finding and proposed response

You will receive contact from us to update you regarding progress if we cannot respond immediately. We will let you have our final response as soon and not later than eight weeks.

Adviser or Provider

Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the advisor service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appopriate with you.


The complaints manager will establish the nature of your complaint having due regards to the Financial Conduct Authority’s direction:

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

Eligible Complaints

It is the firm’s policy to deal with all complainants the same, however eligible complainants are legally defined and have addidtional rights in law and that we must acknowledge and adhere to.

The Financial Conduct Authority complaints relates to complaints

•Made by, or on behalf of an eligible complainant
•Relating to regulated activity
•Involving an allegation that the complainant has suffered or may suffer, financial loss, material distress or material inconvenience:

Where we consider a complaint to be resolved to your satisfaction under the section, we will promptly send you a ‘Summary Resolution Communication’, being written communication for us. This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered, a clear method of calculation will be shown.

We must include details of the Financial Service, in the final response and an eligible complainant activity, we will:

•Explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost
•Indicate whether or not we consent to waive the relevant time limits

Complaints Settled with 3 Business Days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication for us which:

(1)Refers to the fact that you have made a complaint and informed you that we now consider the complaint to have been resolved to your satisfaction.
(2)We will tell you that if you are dissatisfied with the resolution to refer the complaint to the Financial Service.
(3)Indicates where or not we consent to waive the relevant time limits, (where we have discretion in such matters}
(4)Provide the website address of the financial Ombudsman Service; and
(5)Refer to the availability of their information on the website of the Financial Ombudsman Service.

In addition to send you a summary Resolution Communication, we will also use other methods to communicate the information where:

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

Closing a Complaint

We will consider a complaint closed when we have made our final response to you. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explantory leaflet.

If You Are Dissatisfied With Our Response

If you have a regulated contract (personal, Sole Trader or Partnership with no more than 3 Partners) with us and are not satified with our final response, you may contact the BVRLA conciliation Service in the first instance, as this is an aprroved Disputed Resolution service. As a member of the BVRLA we abide by their code of conduct. You may be eligible to use the BVRLA conciliation service. More information on this can be found at Details should be submitted by email to You can also download a form from the website. Alternatively, you can also write to: BVRLA, River Lodge, Badminton Court, Amersham HP7 0DD.

Financial Ombudsman Service

Should you still not be happy with the resolution, you may be eligible to refer your complaint to the Financial Ombudsman Service. This should be done within 6 months of the date of the final decision that’s been given to a formal complaint.

The link below provides information on what you can expect and how to access this service: To file a complaint you can download a form from their website and email it to: or post it to: Financial Ombudsman Service, Exchange Tower, London E14 9SR. You can also fill in a complaint form on their website & submit it directly, or you may wish to call them on one of the numbers shown below:-

Tel: 0800 023 4567 (free for most people ringing from a fixed line) Cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

We will co-operate fully with the Ombudsman in solving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly and fees levied by the Ombudsman.


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