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Genus Vehicle Solutions (Stirling) Complaints Handling Procedure

Our Complaints Policy

We are committed to providing a high quality Insurance Service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a complaint, you may let us know about it either orally or in writing. You should contact the nominated director and/or the managing director who will pass your complaint to the appropriate Director.

What will happen Next

1. We will send you a letter acknowledging your complaint and asking you (if relevant) to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 business days of our receipt of your complaint

2. We will record your complaint in our Central Register and open a file for your complaint.

3. We will then start to investigate your complaint. This may involve one or more of the following steps.

  • We may ask the member of staff who acted for you to reply to your complaint within 5 days. 
  • We may examine their reply and information within your complaint file. 
  • We may then ask the member of staff for more information. This may take up to a further 5 days from receiving their reply. 
  • We would hope to deal with your complaint at the earliest possible opportunity and in any case we will let you have a written response within 20 business days of receipt of the complaint. 
  • If however the complaint is sufficiently complicated to warrant longer investigation or it requires review of information outstanding from a third party you will be advised accordingly. 
  • If a response cannot be given within 20 business days you will be informed in writing of the reasons why we have been unable to resolve the complaint and need more time to do so. We will advise you when you can expect to receive our final response

The BVRLA (British Vehicle Rental & Leasing Association) - Conciliation Service

If you cannot settle your complaint with us you may be entitled to refer it to the BVRLA. The BVRLA contact details are:

Email: complaint@bvrla.co.uk 
Fax: 01494 434499 Postal 
Address: Conciliation Service BVRLA. River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 ODD. 

Full details can be found on the BVRLA website: https://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

The Financial Ombudsman Service

If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service. The Financial Ombudsman's contact details are

The Financial Ombudsman Service. South Quay Plaza, 183 Marsh Wall, London, E14 9SR. 
Telephone 020 7964 1000

The Financial Services Compensation Scheme

We are also covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Full details and further information on the scheme are available from the 7th Floor, Lloyd's Chambers, 1 Portsoken Street, London E1 8BN.
Telephone: 020 7892 7300 or 0800 678 1100, 
www.fscs.org.uk