Complaints Procedure

Complaints Handling Procedure

It is the aim of New Car Deals Ltd 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.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will acknowledge your complaint in writing, keep you informed of the progress of our investigations with the objective of resolving the dispute as soon as possible. We will provide our final response in writing within 30 working days providing our findings and the action to then take.

To register a complaint contact us by either:
email Customerservice@newcardeals.ltd.uk
calling us on 01924 261167
or write to us at Rosegarth House, 7A Prospect Road, Ossett, Wakefield, WF5 8AN

Should the dispute not be resolved and no agreement reached through our own complaints procedure we may refer you to an alternative dispute resolution option through the BVLRA's Conciliation Service. This service is provided by The British Vehicle Rental and Leasing Association (BVRLA), of which we are a Leasing Broker Member (Member No. 2071), and as such are bound by their code of conduct. Details of unresolved disputes my be referred by either you, the customer, or us, the member involved. Details should be submitted by email to: complaint@bvrla.co.uk or by post to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD.

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.