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Complaints

Complaints Handling Procedure

If you have a complaint about us, please let us know by writing to  :

 

Jet Vehicle Finance,  Greenland’s Business Centre, Studley Road, Greenlands, B98 7HD - FAO Ben Faulkner

Alternatively you can email ben@jetvehiclefinance.co.uk

If you complain in writing or by telephone, we will reply in writing within five working days to acknowledge your letter. If your complaint was via email we will send an acknowledgement email within five working days. This communication will confirm the details of your complaint and ask you to check the details are correct.

If we cannot resolve your complaint within four weeks of receipt, we will update you and let you know of our investigation and to advise when we will write to inform you of our decision.

 

If we are unable to reach a decision sooner, we will contact you no later than eight weeks from the date we first received your complaint. We will then tell you our final decision.  When we investigate your complaint, we will take into account what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us.

We will also give you details on how you take your complaint further with BRVLA arbitration if you do not agree with our decision. Details can also be found @ www.bvrla.co.uk or email complaint@bvrla.co.uk

When we investigate your complaint, we will take into account what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us.

We will assess complaints according to the law and the principles and guidance’s produced by the BVRLA. If we change our decision, we will write to you giving details of our revised decision and why we reached it.   Consumer Credit Customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within six months from the date of the final decision at www.financial-ombudsman.org.uk/consumer/complaints   Non financial complaints can be direct to Trading Standards.