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14th Nov 2018 - Leasing Order Process - 1: Choose a Cheap Car Leasing Deal 2: Apply for Finance 3: Place an Order 4: Take Delivery
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Complaints procedure

Complaints Handling Procedure

It is the aim of TFS Vehicle Leasing 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.

What you should do in the event of wishing to make a complaint?

What to do if you are unhappy with the service provided by TFS Vehicle Leasing:

You can tell us,

By email: sales@tfsvl.co.uk

By phone: 0121 766 0485

In writing: TFS Vehicle Leasing, 25, Small Heath Highway, Birmingham, B10 0HR.

Our team will always endeavour to handle your complaint as soon as possible. Our complaints procedure...

1. Notify us of your complaint via telephone, email or in writing.

2. A dedicated handler will make enquiries into any complaint made and return to you within 72 hours with an update.

3. If we cannot resolve your complaint right away we will attempt to resolve it within 2 weeks of the initial receipt and keep you updated throughout.

4. As soon as your complaint has been fully investigated we will return to you with a resolution.

5. If you’re not happy with the resolution offered after 8 weeks then you may take your complaint to The Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation; you’ll need to do this within six months of receiving our final response. To find out more about the service visit www.financial-ombudsman.org.uk You can contact the Financial Ombudsman Service by writing to: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall LONDON E14 9SR Alternatively, you can phone them on 0800 023 4567.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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