GRIDSERVE® EV Leasing Policy

1. Our service to you

GRIDSERVE UK OMM Ltd trading as GRIDSERVE  (‘GRIDSERVE’, ‘we’, ‘us’, ‘our’) is regulated by the financial conduct authority (reference number: 935650) and authorised to carry out certain regulated activities.

In relation to the services we will provide you, we are an introducer not a finance provider. This is because we advertise the electric vehicles, we have access to, we will introduce you to Hitachi Capital Vehicle Solutions, who will provide the finance package for your chosen car.

We work with Hitachi Capital Vehicle Solutions (“HCVS”, “they”) who may be able to offer you a hire arrangement (typically a long-term lease arrangement known as Personal Contract  Hire – PCH).

By enquiring with us, you are providing your informed agreement to these Terms and Conditions.

2. What we do

We will introduce you to HCVS in relation to a vehicle you may be interested in. HCVS may then pay us a commission for the introduction. We will not charge you any fees for the introduction. 

To process your application, HCVS will need to carry out background and affordability checks. Once you have a quote that meets your requirements, you will need to submit your application to HCVS. With your consent HCVS may use public and personal data from a variety of sources including credit reference agencies and other organisations. This will include carrying out a credit search, so they may require additional financial information from you. We will let you know if this is the case. Please be aware that credit searches can impact your credit rating, as any credit reference search will appear on your credit report whether your application proceeds.

If you have any questions about this or any other matter, please do not hesitate to contact us. Vehicle leasing can be costly and failure to make payments is likely to impact your credit rating.    

3. Your personal data

When you enquire with us and work with us in relation to obtaining an electric vehicle, you will provide us with ‘personal data’, which we will process in line with the requirements of the General Data Protection Regulation and  the Data Protection Act 2018.

The personal data we will collect will include information relating to your name, address, date of birth, contact details and certain financial information. We will process your personal data to allow us to provide our services to you, to manage future communications between ourselves and, where it is in our mutual  interests, to provide you with information about our wider products and services.

You can opt out of receiving such communications by e-mailing  legal@gridserve.com. We will only use your data for the purpose for which it was collected. We will only grant access to or share your data within our firm, HCVS, and with other authorised third parties and service providers where we are entitled to do so by law under lawful data processing.   

The Data Protection Act 2018 provides you with certain Rights that allow you to gain an understanding of the data being processed. If you require further information on how we process your data, or you wish to exercise your rights, please see our Privacy  Notice on our website or contact our Data Privacy Representative by email legal@gridserve.com or in writing to our registered office at: Thorney Weir House, Thorney Mill Road, Iver, SL0 9AQ.

4. Vehicles

Any vehicle description and technical information relating to any specific vehicle is provided by the manufacturer and we cannot be held liable for any discrepancies or errors.

As standard, there is no maintenance option available for any of the vehicles therefore, it is your responsibility to ensure that the vehicle is maintained within the manufacturer’s guidelines. If you decide to purchase a maintenance package alongside your lease, this will cost an extra fee.

At the end of your contract with HCVS, you will not own the vehicle and will need to return the vehicle in good condition subject to fair wear and tear.

4.1. Vehicle prices

Any prices given on by us on our website are for information purposes only and do not constitute an offer. Vehicle quotations provided by us or generated from our site are not an offer of finance and are only for guidance purposes until a written order has been accepted and agreed by you in writing.   

All prices quoted for personal vehicle finance include VAT, at the prevailing rate and are valid until the end of the calendar month in which the quotation was issued.

Vehicle specification and price may be subject to change by the manufacturer and subject to any change in the OLEV vehicle grant.

4.2. Vehicle delivery

If your finance application is accepted by HCVS and a credit agreement is entered into, the vehicle will be delivered to the addressed specified by you at the time of placing your order.   

Due to changes beyond our control such as the vehicle you have ordered not being  available, or HCVS making a change to the price, then you will be contacted to check whether you want to proceed with the order, find an alternative vehicle or cancel without any penalty.   

Initial payments are required prior to delivery, or in some instances can be made during a period after delivery. You will be advised which applies to your order, prior to you confirming you wish to proceed. 

Any quoted delivery date is an estimate and circumstances can arise where vehicles are delayed during manufacture or delivery. In these cases, we will keep you informed of any changes to the estimated delivery date. We have no control over manufacturer delivery times and will not accept any responsibility for any losses caused by any delay to the delivery time.   

On delivery of your vehicle we hope that everything is in order and as expected. If this is not the case, then please detail any issues on the delivery note and contact  the vehicle finance company. If any damage is not detailed, then we cannot accept any liability. 

5. Electric vehicle charging and mileage

GRIDSERVE will credit your account with an amount of energy that has been calculated based on your requested mileage for your use over the term of the lease. You can redeem this energy at any GRIDSERVE Electric Forecourt or Electric Hub®.  You cannot use any of these miles at any other charging facility outside of the GRIDSERVE network.

Your contract with HCVS will have an annual mileage limit which will apply across the full term of the contract. If the vehicle is returned with excessive mileage, above the total limit for your contract, this will result in additional charges as given in the finance agreement and explained to you at outset.   

6. Cancellation

We will not charge any cancellation fees if you wish to cancel your order at any stage. However, cancellation fees may be levied by HCVS.    Depending on the type of finance you have opted for you may have a 14 day ‘cooling off’ period. You will be made aware of this prior to signing the finance documents. If you have any more questions about this, please contact your finance provider.     

7. End of lease

At the end of your lease, the car will be assessed by Hitachi Capital Vehicle Solutions in accordance with the British Vehicle Renting and Leasing Association (BVRLA) Fair Wear and Tear Guide. For further information contact HCVS or the BVRLA website.

8. How to make a complaint

GRIDSERVE commits to providing a high quality, transparent, and straightforward service to everyone we interact with. Our customer care aims to be awesome, so if you are not happy with a product or service, please get in touch and let us know.

We listen to complaints, treat them seriously, and learn from them to continuously improve your experience with us.

How to get in touch with GRIDSERVE

The Complaints Team

GRIDSERVE EMEA DEPC Ltd,

Thorney Weir House,

Thorney Mill Rd,

Iver

SL0 9AQ

United Kingdom

Email: complaints@gridserve.com

How to get in touch with Hitachi Capital Vehicle Solutions

Any complaints related to your hire agreement should be directed to Hitachi Capital Finance Solutions (HCVS).

By writing to:

Hitachi Capital Vehicle Solutions

Kiln House

Kiln Road

Newbury

Berkshire

RG14

Email: customercare@hitachicapital.co.uk

Telephone number: 0800 542 5578

What you should expect from GRIDSERVE

We will acknowledge your complaint within 3 working days

• We do our best to resolve issues straight away or within 3 working days.
• If we manage to reconcile the complaint straight away or within 3 working days, we send you a summary of what we did.
• If we can’t resolve your complaint immediately, we will provide you with a timescale and keep you regularly updated with our progress.
• To the best of our ability, we will try to remedy your complaint within 30 working days. However, whether we have resolved it or not, you will receive communication from us detailing our investigations.
• Within 60 working days, we will provide a final response will full details of our investigations. If we cannot do this for any reason, 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.
• If it is not possible to resolve your complaint within this timeframe, GRIDSERVE will set out the reasons for delay and an indication of when your complaint is expected to be resolved.

Further Action

We will do everything we can to successfully resolve your complaint, but in the rare cases you feel our response does not satisfy your concerns, please let us know. We want to make sure we have done everything we can.

GRIDSERVE’s financial promotions are regulated by ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority. If ITC Compliance Limited are unable to resolve a complaint in relation to a financial promotion, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. But you must do so within six months of ITC Compliance’s final response letter’s date.

Address:

ITC Compliance Limited

3-4 The Brooms

Monarch Court

Emersons Green

Bristol

BS16 7FH

Email: complaints@itccompliance.co.uk

Telephone: 0117 440 3700

Address:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Website: www.financial-ombudsman.org.uk

Phone: 0800 023 4567 or 0300 123 9123

E-mail: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free, independent complaint resolution service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of GRIDSERVE’s final response letter’s date.

The British Vehicle Rental Leasing Association (BVRLA)

If your complaint relates to the end of contract damage, rejected vehicles, or any breach of the BVRLA code, then you may be entitled to refer your complaint to the BVRLA. We will provide details of this in our final response.

E-mail: info@bvrla.co.uk

Please note that if your complaint meets the Financial Ombudsman Service criteria, it must be sent to them in the first instance. The BVRLA is not a replacement service for the Financial Ombudsman Service.