Complaints Procedure

Whittle Hall Finance prides itself on our approach to customer service.  Excellence is our goal and if we fail to meet your expectations we will aim to resolve the complaint to your complete satisfaction.

 

If you have a complaint then please advise us by either letter, email or telephone at:

Address:                 Britannia Chambers, 26 George Street, St Helens WA10 1BZ

Email:                      info@whittlehallfinance.co.uk

Phone:                    01925 713212

 

To help us resolve your problem, please provide the following information:

• Your full name, contact details and preferred method of contact
• Full details of your complaint
• Details of what you would like us to do to put things right
• Copies of any relevant paperwork

 

Our promise to you

• We will acknowledge receipt of the complaint by your preferred method within three working days
• We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact you with an explanation and set out expected timescales by which matters should be resolved
• We will let you have our final response as soon as possible and not later than eight weeks.
• We aim to resolve all our customer complaints internally. If however, you are not satisfied with the final outcome of our complaints procedure, you may contact

The Financial Ombudsman, details can be found at http://www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards

 

British Vehicle Rental & Leasing Association (BVRLA) Conciliation Service

As a Leasing Broker member of the British Vehicle Rental & Leasing Association (BVRLA) you or Whittle Hall Finance Ltd may refer any unresolved disputes to them.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution For Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Whittle Hall Finance Ltd will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.

Complaints are logged with the BVRLA via their website.