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Complaints Policy

Skyfleet Limited is an independent finance broker, our registered address is Capital House, Units 3-4 High House Business Park, Kenardington, Kent, TN26 2LF. Phone 01233 730260

Skyfleet Limited is authorised and regulated by the Financial Conduct Authority (The FCA). The firm reference number is 438537 and this information can be checked by visiting the FAC website –
www.fca.org.uk

Please call our main office number above for all general enquiries and assistance. Our staff are trained, authorised and supervised to provide our customers with information on Skyfleet’s range of services.

Complaints handling procedure

It is the aim of Skyfleet Limited and its subsidiaries 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 policy 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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. All complaints will be acknowledged and confirmed as received within 24 hours of receipt.
To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

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

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 providing our findings and the action to then take. We aim to resolve all complaints within 72 hours where possible. Complaints that can be resolved within 3 business days can be recorded & communicated differently. Where we consider a complaint to be resolved to your satisfaction, we will send a written summary communication to you. If you are dissatisfied with the resolution of your complaint, you may be able to refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service. We will provide you with the relevant details in our final response.

Most complaints will initially be dealt with by your Account Manager, they are your first point of contact and will be able to resolve most day to day matters. If the complaint is of a more complex nature and requires assistance, a member of our management will support and offer assistance. Our main aim is to avoid passing complaints from one department to another, continuity is very important in achieving a positive & satisfactory outcome. All our staff are trained to deal with complaints in a sensitive and professional manner and all complaints will be taken seriously, regardless of the subject.
In the event that the complaint has arisen as a result of action taken/or not, by one of our trusted business partners, such as a finance company, dealer, or delivery agent, we will work with all parties to achieve a swift and positive outcome.

We have various resources available to us, to assist in ascertaining the root of the problem, such as telephone records and call recording, email archives and database records, as well as relevant documentation. We will thoroughly check all our records when necessary to assist with our investigations.

Under the Financial Conduct Authority rules, we are required to send you our final written response no later than 8 weeks from when the complaint was first raised with Skyfleet.

To register a complaint, contact us be either:
email to
sales@skyfleet.com
calling us on 01233 730260
or write to us at Skyfleet Limited, Unit 3 High House Business Park, Kenardington, TN26 2LF

If you are unhappy with our solution or final decision, there are other options available to you:



BVRLA Conciliation Service

Skyfleet Limited are leasing broker members of the British Vehicle Rental & Leasing Association (BVRLA) and any unresolved disuptes may be referred to the BRLA by either the customer or by Skyfleet Limited.

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.

In the first instance, details should be submitted by email to: complaint@bvrla.co.uk

If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
River Lodge, Badminton Court
Amersham, HP7 0DD

The Conciliation Service will investigate potential breaches of the Codes of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should 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 the Conciliation Service within 30 days.


Financial Ombudsman Service

If you have a regulated consumer contract with us and are not satisfied with our final response, you may be 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 a final response, we will notify you of how you are able to contract the Financial Ombudsman Service.

You may contact the Financial Ombudsman Service, as follows:
By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0800 023 4567
Online:
www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

If you have any questions relating to our complaints handling procedure, please contact us on 01233 730260 or email sales@skyfleet.com

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