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Complaints Handling Procedure

It is the aim of Britannia Car Finance Ltd 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: sales@britanniacarleasing.co.uk Telephone: 0161 440 7272

Or write to us at: Britannia House, Wilmslow, Cheshire, SK9 6LG

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.

What if you are not happy with our final decision?

  • · Any unresolved issues can be referred to the regulatory body for the vehicle rental and industry which is the BVRLA. The BVRLA also offer a conciliation service, the details of which can be found here.
  • If you disagree with our decision you should contact us. Alternatively, you can contact the Financial Ombudsman Service with your comments. You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint. 
  • If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it.

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 click here).

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: sales@britanniacarleasing.co.uk Telephone: 0161 440 7272 Or write to us at: Britannia House, Wilmslow, Cheshire, SK9 6LG