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Complaints procedure

Complaints Handling Procedure

Cameron Clarke Leasing Limited are committed to giving a very high standard of service to everyclient. It is important to us that all complaints are resolved as quickly as possible and to the completesatisfaction of our clients. We are committed to treating all our customers fairly in everything we do.

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 cancontact us by telephone on 01772 728000 or in writing at the address below and your complaint willbe resolved by the appropriate person in the shortest possible time. To help us to investigate andresolve your concerns as quickly as possible, you should in the first instance contact the departmentwith which you have been dealing. Once received your complaint will be acknowledged in writing(email if requested) within 5 days of receiving your complaint.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. Inthe 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 inwriting providing our findings and the action to then take. We aim to resolve disputes within 30 daysand if a dispute cannot be resolved then you have the right to contact the BVRLA conciliation serviceat https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaints-form.html

Under FCA rules we have 8 weeks from the date we received your complaint to write or email youour Final Response. This will summarise the outcome of the investigations and give the reasons forthe outcome. If we have not been able to conclude our investigations we will explain why not andwhen we expect to do so.

When we send you our final response, we will also provide you with a copy of the FinancialOmbudsman Service's explanatory leaflet.

If you are still dissatisfied (or if the investigation has not been completed) you have the right to referyour complaint to the Financial Ombudsman Service free of charge but you must do so within 6months of the date of our Final Response communication. If you do not refer your complaint intime, the Ombudsman will not have our permission to consider your complaint and so will only beable to do so in very limited circumstances. For example, if the Ombudsman believes that the delaywas as a result of exceptional circumstances.

To register a complaint contact us by either

Email: sales@cameron-clarke.co.uk
Phone: 01772 728000
Writing: Nelson Court Business Centre, Nile Close, Ashton-on-Ribble, Preston, PR2 2XU

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

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