Complaints policy

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At GRENKE we aim to provide clients with a seamless service. Now and again, things can go wrong and in these instances we strive to resolve any complaint timely and with minimal disruption to our clients.

 

We define a complaint as an expression of dissatisfaction by a client regarding the products or services that we offer. A complaint can be made verbally or in writing and our internal complaints handling procedures are there to assist.

 

Complaints can be raised directly with the Department or contact that you have been dealing with or can be put in writing to Complaints, GRENKELEASING Ltd, 2 London Square, Cross Lanes, Guildford, Surrey, GU1 1UN, or send by email to customer.service@grenke.co.uk or by telephone on 01483 401700.

 

We will first look into the complaint to ensure it has been referred to us correctly. If it is regarding services that do not form part of our contract and is the direct responsibility of the Supplier we will notify you that your complaint has been misdirected and refer the complaint to the supplier to handle under their complaint procedures.

 

Our aim is to ensure you feel we have handled your complaint fairly and that you are satisfied with the outcome. If we cannot resolve your complaint immediately, we will undertake a full investigation addressing all the points you raise.

 

If we need more time to look into your complaint, we will:

  • tell you who is dealing with your complaint
  • keep you updated on our progress
  • provide you with a written explanation of the reasons for the delay and tell you when we expect to respond in full

 

Our complaints policy is handled the same way for all complaints, but our Regulated contracts have additional rights and if we are unable to provide a response within eight weeks, or you are not happy with our final response, we will advise if you are able to refer the matter to the Financial Ombudsman Service, which must be referred no later than six months of the date of our final response letter to you. 

 

For more information, contact:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

 

Telephone: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk 
Website: www.financial-ombudsman.org.uk