Complaints Procedure

Details of our complaints procedure

Providing an excellent customer service is important to the Listers Group and in the vast majority of cases this is exactly what you will receive. However, just occasionally, something goes wrong and a customer, unfortunately, has cause to complain. If this happens, we will do everything we can to speedily resolve the problem.

This can usually be best achieved by contacting the General Manager at the dealership you originally dealt with. That person will expect to hear from you if you are unhappy and will aim to resolve your complaint on the same day.

We will endeavour to resolve your complaint within 3 working days; if we are unable to achieve this to your satisfaction we will then follow our internal complaints procedure. In both instances, if you are not entirely satisfied with the decision, you may be entitled to refer it to the Financial Ombudsman Service (FOS) or the British Vehicle Rental and Leasing Association (BVRLA).

We may need to carry out further internal investigations; if these are required we will send you a notice of investigation, this letter will include:

  • The name and job title of the individual handling your complaint
  • Our Firm Reference Number 311543
  • A timescale for when we will correspond further, which will be no more than 8 weeks from the receipt of your complaint; and
  • A copy our complaint handling procedure.

In the unlikely event that our investigations require longer than 8 weeks, we will:

  • Write to you to explain why we are not yet in a position to respond to your complaint
  • Indicate when we will make further contact
  • Notify you that you may refer the complaint to the Financial Ombudsman Service or the BVRLA
  • Provide you with the website address of the Financial Ombudsman Service or BVRLA; and
  • Enclose a copy of the Financial Ombudsman Service explanatory leaflet or details of the BVRLA's conciliation service.

Once our investigations are complete we will write to you with our response, this will be either a final response or an offer letter, depending upon the circumstances of your complaint.

A Final Response is where we:

  • Believe we have fully addressed your complaint
  • Notified you that you may refer the complaint to the Financial Ombudsman Service if you remain dissatisfied with our final response and that you must do so within 6 months (from the date of the final response);
  • Provided you with the website address of the Financial Ombudsman Service or BVRLA; and
  • Enclosed a copy of the Financial Ombudsman Service explanatory leaflet or details of the BVRLA's conciliation service.

An Offer Letter is where:

  • We consider that you are entitled to some redress and believe that we have fully addressed your complaint. This will include a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.

We will consider a complaint closed when:

  • We have sent you a final response; or
  • You have indicated in writing that you accept our offer or response

For your information

The Financial Services Ombudsman Service South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR
0845 0801800
www.financial-ombudsman.org.uk

BVRLA Leasing Broker
Listers Group is a member of the BVRLA. You can get in touch with the BVRLA's ADR service by emailing complaint@bvrla.co.uk or via the address below:

BVRLA ADR Service
River Lodge
Badminton Court
Amersham
Buckinghamshire
HP7 0DD
bvrla.co.uk