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25th Aug 2019 - Visit back regularly to keep up to date with the best deals...

Complaints procedure

Complaints Handling Procedure

It is the aim of 21st Century Motors Limited 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.

21st Century Motors Limited is authorised and regulated by the Financial Conduct Authority, we are a credit broker and not a lender. We can introduce you to a limited number of lenders. Our firm reference No is : 682528. You can check this on the FCA website www.fca.org.uk or by contacting the FCA on 0800 111 6768. Registered in England & Wales with company number : 08901938 | Data Protection No : ZA105350 | VAT No : 214205361 | Registered Office : Cotton Court, Preston, PR1 3BY

Timescales

The Rules give firms a maximum of 8 weeks to issue a final response to the complainant and we require that this practice is followed (as a maximum time scale) for all complaints. It is also important and courteous to keep complainants informed of progress and we will do this by writing to them after four weeks if we have not reached a decision using the holding letter template.

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 keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:
email sales@21stcenturymotors.co.uk
calling us on 03333 70 2121
or write to us at Cotton Court Business Centre, Church Street, Preston, Lancashire, PR1 3BY

Include the following:

  • Customer full name
  • Full address including post code
  • Contact telephone number
  • A full and detailed explanation of your complaint
  • Full details of what you feel needs to happen to resolve the issue
  • Any supporting evidence or documentation

The Financial Ombudsman Service:

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.

The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk

BVRLA Conciliation Service:

If your complaint is in respect of any other issue other than a consumer contract, we are members of the BVRLA (British Vehicle Rental Leasing Association) Membership number is 2223.

If after our final response, you are not satisfied, then please see details below.

We are members of the BVRLA, our membership number is 2223. Any unresolved disputes may be referred to the BVRLA. The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aim to resolve complaints through the Conciliation Service within 30 days.

Contact details:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

Email: complaint@bvrla.co.uk
Website: http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

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.

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