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29th Mar 2020 - We supply all makes and models of cars and light commercial vehicles. If cannot see your specific requirement please do not hesitate to get in contact

Complaints procedure

Complaints Handling Procedure

It is the aim of Astute Motoring 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:

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.

Please tell us as soon as you can and provide us with your contact details, vehicle registration number and any information to help us understand the issue. Alternatively, if you would like to speak to a member of the Query Resolution Team directly, please call 01253 888833 or E mail

Our appointed complaints officer is Erika Shacklady ( however we are confident that all our staff should be able to address you concerns in the first instance.

What we will do If the situation is one we can resolve quickly, we will write to or email you by return with a resolution or we may be able to help you over the ‘phone. It is our preference that we get tha matter sorted as soon as possible so therefore using the phone will allow us to do so. If we are unable to resolve the situation immediately we will write or email you within 5 days from when you first told us. We will confirm: The nature of your complaint so we can check we understood it correctly Your unique case reference number The name and contact information of the person who will be working to resolve your complaint Resolving your complaint

On occasions where we are unable to resolve immediately we may need more time to complete a full investigation. Where this is the case we will keep you fully informed throughout. When investigating your complaint we will always take into account what you tell us. We will reach our final decision based on this and the results of our investigation. How we tell you about our decision If possible, we will contact you by ‘phone to discuss our findings and confirm if you are happy with the outcome. Where applicable or on your request, we will write to you to detail our proposal and check if you are satisfied. If we are unable to reach a decision sooner, we will contact you at four weeks with either a final response or a request for more time to complete our investigation.

Alternatively you are able to escalate to the relevant independent bodies listed at the bottom of this page.

If we have not provided you with our final response within eight weeks or you are not satisfied with our final response. You are entitled to refer your complaint within six months to the British Vehicle Rental and Leasing Association. For advice on using the BVRLA conciliation service please go to:

 You may also be eligible to refer your complaint to the Financial Ombudsman Service. For further information about the Financial Ombudsman Service complaint handling process please go to:

You are eligible for the Finacial Ombudsmans service if you are an individual sole trader or partnership with a hire, credit or lease agreement regulated by the consumer credit act that was arrange for you, using our approved funders by ourselves. If you are outside this scope or the complaint is of a non financial natute BVRLA may be able to address your concerns.

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.

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