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Complaint procedure

 

If you’re not happy then we’re unhappy too. Please call us on 01606 545 980 or drop us a line at [email protected] and we will do our best to help you. Alternatively you can write to us at:


Customer Services Department

Tilsun Leasing Limited

5 Verity Court,

Pochin Way,

Middlewich,

Cheshire,

CW10 0GW


To assist us with your complaint please provide as much information as possible, including your name, contact information and vehicle registration or reference number.


We always try to resolve any complaints received immediately. Where possible we will aim to resolve your complaint within 3 working days providing you with a summary resolution letter as full and final response. Any complaint not resolved in the 3 working days will follow our full complaint process: We will acknowledge your complaint in writing within five business days providing you with details of the complaint handler. During this time we will investigate your complaint fully, we may need to speak with other departments, companies or suppliers in order to resolve your query, we promise to keep in touch and will write to you within four weeks with our progress and findings.


Where we are unable to provide you with a final written response within 4 weeks, you will receive an explanation as to why the complaint is taking longer than expected. We will continue our investigations and aim to respond finally within 8 weeks of the original complaint receipt date. We will consider your complaint closed after we have issued your final response, should you wish to exercise your legal right you can refer your matter to the Financial Ombudsman Service:


Telephone: 0800 023 4567


Email: [email protected]


Website: www.financial-ombudsman.org.uk

Financial Ombudsman Service, Exchange Tower, London, E14 9SR


In addition to your legal right to refer your complaint to the Financial Ombudsman Service, you may refer your complaint to the British Vehicle Rental & Leasing Association (BVRLA) Conciliation Service. The BVRLA is our trade body and is approved by the government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Email: [email protected]

Website: www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html


BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD