Experts in Vehicle Leasing

Complaints procedure

Complaints procedure

Need to report an issue?

Please see our formal complaint policy below.
 

​At ALD Automotive, we aim to provide our customers with high service standards. However, we understand that there may be occasions when you feel that you have cause for complaint. In such instances, we want to put things right first time and with the aid of your comments can improve our services still further.

 

How to contact us

You can contact us with details of your complaint by letter, e-mail, or telephone. If you write to us, please address your complaint to the Complaints Team, ALD Automotive, Oakwood Drive, Emersons Green, Bristol, BS16 7LB. Should you wish to register your complaint verbally, please contact your Sales consultant or Account Manager or the Complaints Team on 0117 908 6589. If you wish to contact us by e-mail, please title your e-mail “Quality Department” and send to qualityuk@aldautomotive.com

 

What happens next?

We will acknowledge your complaint within five working days of receiving it. We will always deal with complaints as quickly as we can and will carry out a full and impartial investigation of the issues you raise, although some complaints may take longer to resolve. If the investigation is still incomplete after eight weeks, we will write to you again and explain what stage the process has reached and how we are planning to proceed.

 

Financial ombudsman's service

If you are not satisfied with our conclusions or decisions or if our investigations are not completed within eight weeks, if you are an eligible complainant (e.g. a consumer, micro- enterprise, small charity or small trust), you may refer your complaints to the Financial Ombudsman Service. We can provide you with details of how to do this. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them at:
The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk/consumer/complaints.htm
Leaflets on their service are also available upon request.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of receiving ALD Automotive’s final response.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited

circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If you are not eligible to refer your complaint to the FOS, you may still escalate your complaint to the conciliation service run by the British Vehicle Rental & Leasing Association (BVRLA), if you so wish. Their complaint form can be accessed from the following URL:

bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service  
and e-mail it to complaint@bvrla.co.uk

Fax: 01494 434 499

Alternatively you can write to:
The Chief Executive, BVRLA
River Lodge ,Badminton Court, Amersham, HP7 0DD

Either party involved in the complaint can ask for the matter to be escalated to the BVRLA’s formal conciliation service. Any decisions made by this body are binding on BVRLA members.

Consumers and those not eligible for consideration by the Financial Ombudsman may also refer a complaint for conciliation by the Finance & Leasing Association (FLA).

Their complaint form can be accessed from the following URL: fla.org.uk/index.php/complaints-form
For further information visit their website: fla.org.uk/index.php/consumer-information/how-to-make-a-complaint2

Alternatively you can write to:
The Compliance Manager,

Finance & Leasing Association 2nd Floor, Imperial House, 15-19 Kingsway, London, WC2B 6UN
Tel: 020 7836 6511 Fax: 020 7420 9600

This does not affect your statutory rights.

 

2016 Complaints Data

At ALD Automotive, we aim to provide our customers with high service standards and we look to provide a fair outcome in the event a customer is unhappy.

The following data provides the volumes of Complaints reportable to the Financial Conduct Authority (FCA) for the reportable period of 01 July 2016 – 31 December 2016.

Firm Name: ALD Automotive

Group: Societe General Group

Other Firms included in this report (if any) : N/A

Period covered in this report: 1 July 2016 – 31 Dec 2016

Brands/Trading names covered: ALD Automotive, Ford Lease, Vauxhall Leasing, Hyundai Contract Hire, Lombard Vehicle Solutions, Mazda Contract Hire, Kia Contract Hire

 

​ ​ ​ ​ ​ ​Number of complaints opened by volume of business
Product/Service Grouping

Number of complaints opened

​Number of complaints closed% closed within 3 days% closed after 3 days, but within 8 weeks%Upheld​Main cause of opened complaints
Insurance and Pure Protection​3​3​N/A​N/A​0%N/A​
Credit Related​​604581​N/A​N/A26.3%​N/A​

 

Putting these figures into context:

Insurance and Pure Protection: ALD Automotive has not been involved with the selling of Payment Protection Insurance products for our agreements since 2007 and we have no current policies in force.

Credit Related: The total number of complaints received during this period is equivalent to 11.73 per 1000 accounts against our total fleet size of Regulated customers.

This figure is further broken down as follows.

Of the 604 complaints received during this period:

• 499 or 82% of complaints received in this period relate to the product provided by ALD Automotive (This equates to 9.69 per 1000 Regulated accounts)

• 105 complaints or 17% of complaints received in this period represent technical issues with the physical vehicle that ALD has no control over (This equates to 2.03 per 1000 Regulated accounts)