• Customer Complaints

    Policy and Procedure

Customer complaints policy and procedure

Alphabet is committed to providing products and services of the highest standard. If for any reason you feel we have not lived up to your expectations or you are not entirely satisfied with any aspect of our service we would like to hear from you.


How to contact us

You can contact our Customer Experience Team in the following ways:

Write to:

Alphabet (GB) Limited
Alphabet House, Summit Avenue
Farnborough
Hampshire
GU14 0FB

Telephone:

0370 0120 342

We're here:
Mon - Fri
09:00 - 17:15

Email:

customerexperience@alphabet.co.uk


What we will do

We will do our best to resolve your complaint quickly and where possible within 3 business days, we will confirm the resolution to you in writing. If we are unable to resolve your compliant within this time, we will:

  • Provide a written acknowledgment of your complaint, setting out our understanding of your complaint within five working days;
  • Give you the name of the person investigating your complaint and how to contact them;
  • Keep you informed of the progress of our investigation until your complaint is resolved;
  • Within eight weeks of the date of your complaint we will issue you with a final response to your complaint detailing our conclusion and resolution.

What you will need to provide

To help us investigate and try to resolve your concern, please provide us with the following information:

  • Your name and address
  • Your agreement number, vehicle registration number or policy number as appropriate, if you have one
  • Details of how we can contact you
  • A clear description of your concern or complaint
  • Details of what you would like us to do to rectify the situation
  • If appropriate, copies of any relevant supporting documentation.

If we are unable to provide a resolution to your satisfaction

If we are unable to issue our final response within eight weeks from the date of your complaint we will explain why we are not in a position to do so. We will provide you with the contact details for the Financial Ombudsman Service, should you wish to refer your complaint to them.

If we have provided you with our final response and you are dissatisfied with this, you may be entitled to refer your complaint to the Financial Ombudsman Service. Please note that you must refer your complaint to them within six months of the date of our final response.

The Financial Ombudsman Service can consider complaints from customers who are:

  • A consumer;
  • A micro-enterprise (an annual turnover of up to 2 million euros and fewer than 10 employees);
  • A charity which has an annual income of less than £1 million;
  • A trustee of a trust which has a net asset value of less than £1 million.

In most circumstances, you must have given us an opportunity to respond to your complaint before the ombudsman will review your complaint.

The Financial Ombudsman Service can be contacted by writing to them at Financial Ombudsman Service, Exchange Tower, London, E14 9SR or you can visit their website at: www.financial-ombudsman.org.uk Alternatively, you can telephone them on 0300 123 9 123.

If you are not eligible for your complaint to be referred to the Financial Ombudsman Service, you can contact the following trade bodies, who we are members of, and request that your complaint is considered under their conciliation scheme.

Finance Leasing Association (FLA) http://www.fla.org.uk/ 020 7836 6511

British Vehicle Rental and Leasing Association (BVRLA) http://www.bvrla.co.uk/ 01494 434747

The European Commission’s Online Dispute Resolution Service

European legislation guarantees consumers:

  • Fair treatment;
  • Products which meet acceptable standards;
  • A right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to:

http://ec.europa.eu/consumers/odr/

To view a PDF version of our Customer complaints policy and procedure document click below

Complaints procedure


Complaints Data

In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. This includes capturing expressions of dissatisfaction and aiming to resolve complaints within eight weeks. If complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.

This section provides an overview of Alphabets FCA reportable complaints data for the reporting period 1st January 2016 to 30th June 2016.

Alphabet strives to ensure that we meet and exceed our customer’s expectations and we are committed to addressing the root causes of the complaints we receive. However, sometimes things do go wrong and when they do, we aim to put them right as quickly as possible.

We will continue to focus on identifying the root causes of the complaints we receive and take steps to ensure they are addressed quickly and appropriately.

Firm name: Alphabet GB Limited
Group: N/A
Other firms included in this report (if any): N/A
Brands/trading names covered: N/A

Number of complaints opened

Number of complaints closed

Complaints closed within 8 weeks (%)

Closed complaints upheld by firm (%)

Credit-related

670

571

Not applicable

63.5%