Experts in Vehicle Leasing

Complaints procedure

Complaints procedure

Need to report an issue?

Please see our formal complaint policy below.
 

​At ALD Automotive, we aim to provide our customers with high service standards. However, we understand that there may be occasions when you feel that you have cause for complaint. In such instances, we want to put things right first time and with the aid of your comments can improve our services still further.

 

How to contact us

You can contact us with details of your complaint by letter, e-mail, or telephone. If you write to us, please address your complaint to the Complaints Team, ALD Automotive, Oakwood Drive, Emersons Green, Bristol, BS16 7LB. Should you wish to register your complaint verbally, please contact your Sales consultant or Account Manager or the Complaints Team on 0117 908 6589. If you wish to contact us by e-mail, please title your e-mail “Quality Department” and send to qualityuk@aldautomotive.com

 

What happens next?

We will acknowledge your complaint within five working days of receiving it. We will always deal with complaints as quickly as we can and will carry out a full and impartial investigation of the issues you raise, although some complaints may take longer to resolve. If the investigation is still incomplete after eight weeks, we will write to you again and explain what stage the process has reached and how we are planning to proceed.

 

Financial ombudsman's service

If you are not satisfied with our conclusions or decisions or if our investigations are not completed within eight weeks, if you are an eligible complainant (e.g. a consumer, micro- enterprise, small charity or small trust), you may refer your complaints to the Financial Ombudsman Service. We can provide you with details of how to do this. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them at:
The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk/consumer/complaints.htm
Leaflets on their service are also available upon request.

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 receiving ALD Automotive’s final response.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited

circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If you are not eligible to refer your complaint to the FOS, you may still escalate your complaint to the conciliation service run by the British Vehicle Rental & Leasing Association (BVRLA), if you so wish. Their complaint form can be accessed from the following URL:

bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service  
and e-mail it to complaint@bvrla.co.uk

Fax: 01494 434 499

Alternatively you can write to:
The Chief Executive, BVRLA
River Lodge ,Badminton Court, Amersham, HP7 0DD

Either party involved in the complaint can ask for the matter to be escalated to the BVRLA’s formal conciliation service. Any decisions made by this body are binding on BVRLA members.


This does not affect your statutory rights.

 

Complaints Data

At ALD Automotive, we aim to provide our customers with high service standards and we look to provide a fair outcome in the event a customer is unhappy.

The following data provides the volumes of Complaints reportable to the Financial Conduct Authority (FCA) for the titled periods:

 

Firm Name: ALD Automotive

Group: Societe Generale Group

Other Firms included in this report (if any): N/A

Period covered in this report: 01 January 2019 - 30 June 2019

Brands/Trading names covered: ALD Automotive, Ford Lease, Vauxhall Leasing, Hyundai Contract Hire, Lombard Vehicle Solutions, Mazda Contract Hire, Kia Contract Hire, NatWest Flex Car Finance 

 
Product/Service
Grouping
Complaints
opened
Complaints
closed
% closed
within
3 days
% closed
after 3 days
within 8 weeks
% Upheld
Main cause
of opened
complaints

Insurance and

Pure Protection

7

8
25% 75% 100%

Mis-selling

Credit Related 730
669
N/A N/A 49% N/A

 

To put these figures into context:

Insurance and Pure Protection: ALD Automotive has not been involved with the selling of Payment Protection Insurance products since 2007 and we have no current policies in force.  The number noted above is in relation to customers who had a complaint upheld with a successful PPI reclaim.  The figure excludes those customers who complained but were not upheld as they did not have PPI cover included in their agreement.

Credit Related: The total number of complaints received is equivalent to 10.13 per 1000 accounts against our total fleet size of Regulated customers.

This figure is further broken down as follows.

Of the 730 complaints received during this period:

  • 582 or 80% of complaints are regarding the product provided by ALD Automotive (This equates to 8.07 per 1000 Regulated accounts)

  • 148 complaints or 20% of complaints received in this period represent mechanical or technical issues with the vehicle financed by ALD, though not necessarily supplied by ALD (This equates to 2.05 per 1000 Regulated accounts)

Firm Name: ALD Automotive

Group: Societe Generale Group

Other Firms included in this report (if any): N/A

Period covered in this report: 01 July 2019 - 31 December 2019

Brands/Trading names covered: ALD Automotive, Ford Lease, Vauxhall Leasing, Hyundai Contract Hire, Lombard Vehicle Solutions, Mazda Contract Hire, Kia Contract Hire, NatWest Flex Car Finance 

 
Product/Service
Grouping
Complaints
opened
Complaints
closed
% closed
within
3 days
% closed
after 3 days
within 8 weeks
% Upheld
Main cause
of opened
complaints

Insurance and

Pure Protection

3

3
0% 100% 100%

Mis-selling

Credit Related 1058
989
N/A N/A 57% N/A

 

To put these figures into context:

Insurance and Pure Protection: ALD Automotive has not been involved with the selling of Payment Protection Insurance products since 2007 and we have no current policies in force.  The number noted above is in relation to customers who had a complaint upheld with a successful PPI reclaim.  The figure excludes those customers who complained but were not upheld as they did not have PPI cover included in their agreement.

Credit Related: The total number of complaints received is equivalent to 13.58 per 1000 accounts against our total fleet size of Regulated customers.

This figure is further broken down as follows.

Of the 1058 complaints received during this period:

  • 840 or 79% of complaints are regarding the product provided by ALD Automotive (This equates to 10.78 per 1000 Regulated accounts)

  • 218 complaints or 20% of complaints received in this period represent mechanical or technical issues with the vehicle financed by ALD, though not necessarily supplied by ALD (This equates to 2.79 per 1000 Regulated accounts)