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Smart Vehicle Options Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of Smart Vehicle Options 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 telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: info@mysvo.co.uk Telephone: 01274 770082
Or write to us at: Bentley House, 64-70 Manningham Lane, Bradford, West Yorkshire, BD1 3EP

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to 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 with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: info@mysvo.co.uk Telephone: 01274 770082 Or write to us at: Bentley House, 64-70 Manningham Lane, Bradford, West Yorkshire, BD1 3EP

Smart Vehicle Options are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 717369

Registered in England & Wales with company number : 9027448 | Data Protection No : ZA060915 | VAT No : 249018601

Registered Office : Smart Vehicle Options Ltd, 64-70 Manningham Lane, Bentley House, 1st Floor, Bradford, West Yorkshire

Disclaimer: All vehicle images and descriptions are for illustration and reference purposes only, all vehicle leases are subject to credit approval and subject to change at any time. E&OE.

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