One of our main priorities at Gateway2Lease is to always provide our customers with an extremely high standard of service. Therefore, if a complaint arises, it is important that it is resolved as quickly and professionally as possible. The steps below explain how we deal with any complaints and what to do if your complaint is not resolved to your satisfaction.
What to do if you have a complaint
If at any time you have an informal or formal complaint about the delivery and quality of the services received either pre or post-delivery of a vehicle, the delivery of a vehicle or any other matters relating to Gateway2Lease, we would like you to get in touch so your issue can be dealt with.
What is the procedure?
Making a complaint
The majority of complaints can be resolved at an early stage. This can be done by informally talking to the individual most concerned with the issue which is usually the Head of the Department. Contact should be made with the relevant individual at the earliest given opportunity. We recommend that you telephone directly using the Gateway2Lease Telephone No. 0844 800 7789
When making a complaint, you will need to provide the following information:-
We will try to resolve your issue immediately therefore you should expect an acknowledgement of your complaint within 5 working days and a full written response within 28 days. If this is not possible you will be informed in writing of the progress being made towards the consideration of your complaint. We aim to resolve all complaints within 15 working days of initial contact.
If a complainant is still not satisfied with a decision taken in respect of a complaint or appeal, they may contact the BVRLA directly. (www.bvrla.co.uk)
Consumer Credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provide to the complainant.
If you have any questions relating to our Complaints Handling Procedure, please contact us via telephone and we will be happy to answer any questions.