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Complaints procedure

Complaints Handling Procedure

It is the aim of Peregrine Vehicle Finance to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

Letter - Timing

Initial response letter - Promptly: by the next working day unless there are exceptional circumstances.

Final response - By end of the eighth week after the receipt of the complaint in all cases, but sooner whenever possible. If, exceptionally, a full response is not possible by this time Peregrine Vehicle Leasing will send out a holding letter explaining why it has not been able to issue a decision within the above time frame and when it expects to be able to provide a decision.

To register a complaint contact us by either:
email: compliance@peregrinevehicleleasing.co.uk
calling us on 01904 405299
or write to us at
3 Maple House, Wykeham Road, Northminster Business Park, Upper Poppleton, York, YO26 6QW

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

Financial Ombudsman Service

Peregrine Vehicle Leasing will co-operate fully with the Ombudsman in resolving any complaints made against it and agrees to be bound by any awards made by the Ombudsman.
You are also able to contact the BVRLA who have a conciliation service in place (contact details below)

Contact:

  • Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or +44 20 7964 0500 (if calling from abroad)
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk
  • Address: BVRLA, Conciliation Service, River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 0DD
  • Fax: 01494 434499
  • Email: complaint@bvrla.co.uk

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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