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Not happy with our service? Here’s what to do should you wish to complain…

If you have a complaint about us you should let us know by writing to us at:

Customer Services Dept. Tilsun Vehicle Contracts Limited, 5 Verity Court, Pochin Way, Middlewich, Cheshire CW10 0GW

Alternatively you can phone us on 1606545900 > Option 2 > Option 1 for our Customer Services Team or you can send an email to customer.services@tilsungroup.com

What happens next? Timescales for dealing with your complaint

If you send us your complaint in writing, we will write to you within five working days to let you know we have received it. If you inform us of your complaint in person or by telephone we will write to you within five business days of you contacting us.

The details of your complaint will be listed within this letter and we will request that you write back to confirm to us that these details are accurate.

If we cannot resolve your complaint within four weeks of receipt of your written communication, we will write to again to keep you updated about our investigation and to confirm when we will write to you informing you of our decision or resolution of your complaint.

If a decision or resolution has not been reached sooner, we will contact you no later than eight weeks from the date we first received your written complaint. We will then tell you what our final decision is or, if we have not been able to reach a resolution within this time we will give you details of the British Vehicle Rental and Leasing Association (BVRLA) which you can contact about your complaint.

How will your complaint be dealt with?

When we send you written confirmation we have received your complaint, we will confirm within that letter the full contact details and job title of the person who will be dealing with your complaint. If you have any queries whilst your complaint is being dealt with, you should contact the person named in that letter. Of course our aim is to minimise distress on all parties and aim to deal with your complaint as quickly as possible.

If we have to make many enquiries to investigate your complaint, or are relying on other companies & suppliers to provide a timely response, it may take us longer to reach a decision. It is possible that as part of our investigations we may need to ask you for more information. While we investigate your complaint we will keep you informed and you will not have to wait any longer than eight weeks to hear the outcome of our investigation.

Based on the findings of our investigation and the information you have provided in writing, your complaint will be assessed according to the law and the principles and guidance produced by our regulators – Financial Conduct Authority (FCA).

When a decision is reached, what happens then?

We will write to you to explain the outcome of our investigation and what we propose to provide a satisfactory conclusion. If we do find your complaint is unfounded however, then our letter to you with confirmation of the decision will explain why.

What if you are not happy with our final decision?

If you disagree with our decision you should contact us again in writing. Alternatively, you can contact the BVRLA with your comments. You can also contact the BVRLA if you have not received a response from us within eight weeks from the date of your complaint.Following further written communication from yourself, if we do change our decision, we will write to you to inform you what our revised decision is and how and why we reached it. 

Using the BVRLA's conciliation service

The BVRLA is approved by Government as a consumer ADR body under he Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Unresolved disputes may be referred to the BVRLA by either the customer or the member involved, however the member cannot initiate a complaint against the customer.

Details should be submitted by email to: complaints@bvrla.co.uk
The BVRLA's complaint form should be submitted as part of the email, that form can be found here.

If the customer does not have access to email, details can be sent by post to:

River Lodge
Badminton Court

or Faxed to: 01494 434499 

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with it's findings and recommendations. The BVRLA aims to resolve complaints through the concilliation service within 30 days.

What is covered under the the conciliation service? 
The conciliation service will investigate potential breaches of the codes of conduct, which sets out the standards the BVRLA expects from its members. The conciliation service can only look at matters that relate to disputes arising from the activities of BVRLA members.

Where the conciliation service finds in favour of the customer, they will look to ensure that any unjustified charges incorrectly raised by the member are refunded in full. The service cannot adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.

The conciliation service does not have any jurisdiction to award compensation payments.

No Restriction of rights
BVRLA members must comply with the rulings of the conciliation service. Use of the conciliation service does not restrict the rights of a complainant to pursue remedies through the courts. Customers are not obliged to retain a lawyer or legal advisor but may seek independent legal advice or be represented or assisted by a third party at any stage of the procedure.