It is the aim of Motoplan Limited 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 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.
To register a complaint contact us by either:
calling us on 01752 692288
or write to us at Airport Business Centre, Thornbury Road, Plymouth, Devon, PL6 7PP
Unresolved disputes may be referred to the BVRLA by either the customer or the member involved.
Details should be submitted by email to: firstname.lastname@example.org
If the customer does not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
The BVRLA will aim to resolve the matter using the information presentedby both parties to the dispute. Any information requested from the membershould be sent to the BVRLA within five working days. Based on theinformation available, the BVRLA will provide both parties with its findingsand recommendations.
The BVRLA aims to resolve complaints through theConciliation Service within 30 days.Members must comply with theConciliation Service’s findings.
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.
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.
* All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.
T: 01752 692288
F: 0845 838 5110
Airport Business Centre
Registered Office : Airport Business Centre Thornbury Road Plymouth Devon PL6 7PP
| Company Reg No : 3874064 | Data Protection No : Z9347885 | VAT No : 725155348 |
Motoplan Lease is a trading name of Motoplan Limited, a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 673005
Copyright © 2018 Motoplan Limited, All rights reserved.