How To Make A Complaint

GRIDSERVE commits to providing a high quality, transparent, and straightforward service to all its customers. We also encourage feedback on our goods and services because we want to keep improving what we do. In the event that things do not go according to plan and you want to make a complaint, we aim to make this as simple as possible

ANY COMPLAINTS RELATED TO YOUR HIRE AGREEMENT SHOULD BE DIRECTED TO HITACHI CAPITAL FINANCE SOLUTIONS (HCVS).

How to get in touch with HCVS

T: 0800 542 5578

E: hcvs.customercare@hitachicapital.co.uk

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

www.hitachicapitalvehiclesolutions.co.uk/complaints-policy

ANY COMPLAINTS REGARDING CHARGING RELATED ISSUES SHOULD BE ADDRESSED TO GRIDSERVE

How to get in touch with GRIDSERVE

T: 0333 1234 3333

E: customercare@gridserve.com

By writing to: Customer Care, GRIDSERVE EMEA DEPC Ltd, Thorney Weir House, Thorney Mill Rd, Iver SL0 9AQ United Kingdom

How To Make A Complaint Continued

WHAT YOU SHOULD EXPECT FROM US:
GRIDSERVE DO OUR BEST TO RESOLVE ISSUES STRAIGHT AWAY
OR WITHIN 3 WORKING DAYS

If we manage to reconcile the complaint, we will acknowledge this within a further 3 working days and send you a summary of what we did.

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 30 days or telling you how we resolved the issue.

If we cannot resolve this quickly, we will send you an acknowledgment of your complaint within 5 working days.

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.

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.

ITC Compliance Limited, 3-4 The Brooms,
Monarch Court, EmersonsGreen, Bristol, BS16 7FH

E: complaints@itccompliance.co.uk

T: 0117 440 3700

THE FINANCIAL OMBUDSMAN SERVICE

Exchange Tower, London, E14 9SR

www.financial-ombudsman.org.uk

P: 0800 023 4567 or 0300 123 9123

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

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: 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.