COMPLAINTS HANDLING

Complaints Handling Procedure

LetsTalkFleet Limited (Trading as MyCarLease.club) are passionate about delivering excellent service to all of our customers. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

What to do 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 either by telephone 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: complaints@letstalkfleet.co.uk Telephone: 0330 056 3331

Or write to us at: Customer Resolutions LetsTalk Fleet Limited 1 Stadium Way Salford M30 7EY

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

The British Vehicle Rental and Leasing Association (BVRLA) Conciliation Process

Website - https://www.bvrla.co.uk/advice/...

As a Leasing Broker Member of the BVRLA any unresolved disputes may be referred to the BVRLA by either the customer or by LetsTalkFleet Limited (BVRLA No.7281).

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.

All information and details of the complaint (including SmartDrive Complaint reference Number)should be sent via Email complaint@bvrla.co.uk Or write to them at: British Vehicle Rental and Leasing Association River Lodge Badminton Court Amersham HP7 0DD

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

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

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).

If you have any questions in relation to our Complaints Handling Procedure, please contact us by phone or email. Email: complaints@letstalkfleet.co.uk Telephone: 0330 056 3331