How will we deal with your complaint?

Resolving your complaint

We are committed to providing you with the best possible service. Although the majority of our customers are happy with the service they receive, every year a very small percentage contact us with complaints.

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any reoccurrence and, wherever possible, resolve the complaint to the customer's satisfaction. We always apologise for mistakes or instances when customer service did not meet our high standards.

If you are not satisfied with any product or service you have received from us, we would like the chance to put it right. Our internal complaint handling procedures are in place to deal with your concerns when things go wrong. There is no charge for raising a complaint.

 

You can contact us:

By email at hcvs.customercare@hitachicapital.co.uk

Or call the Complaints Team on 03331 307 072.

By writing to Hitachi Capital Vehicle Solutions, Kiln House, Kiln Road, Newbury, Berkshire RG14 2NU.

If a complaint is received by us, which is the responsibility of one of our partners, your concerns will be referred to them. We will also write to you confirming that your complaint has been referred on, and include partner details.

 

How long it will take

If your complaint has not been resolved by close of three business days after we receive it, we will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised. We will do this within five working days of receiving your complaint.

Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.

We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service. You can also, at any time, refer your complaint to the Finance & Leasing Association ("FLA") who offer a conciliation and arbitration service.

 

What to do if we can't reach an agreement

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can understand if there is anything more we can do.  You can contact us via any of the communication options detailed above.

If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.

They can be contacted in the following ways:

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

The FLA Conciliation and Arbitration Scheme by contacting them on 0207 836 6511 or by visiting their website.

 

Online Dispute Resolution (ODR)

From February 2016, you can now use the ODR platform http://ec.europa.eu/consumers/odr/ set up by the European Commission, to raise a complaint. It’s important to note that complaints submitted through this service will be redirected to Financial Ombudsmen Service (FOS).