- if you do have cause for complain, we want to help resolve it
- If you tell us about it, we will do our best to put it right
We see the complaints procedure as a two way process in which we can also learn from the experience and further improve our service and systems
We promise to:
- Fully investigate your complaint
- Keep you informed of progress
- Do everything we can to help you
How to contact us
Here is how you can contact us should you have a complaint:
By phone: 0330 058 0837
By post:
Complaints Handling Officer
White Oak UK
Dee House
St David’s Park
Flintshire
CH5 3XF
By email: complaints@whiteakuk.com
When you write to us, please tell us:
- Your name and address, or the name and address of the complainant if you are complaining on someone else’s behalf and your relationship to them;
- Your White Oak UK agreement number;
- Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you;
- A clear description of your concerns or complaint; and
- Details of what you would like us to do to put things right
Complaints Handling Procedure
The following is a summary of how White Oak UK deals with complaints:
We aim to resolve complaints quickly and fairly. Where possible, we aim to resolve complaints within 3 business days using our Early Resolution Procedure. If it is not possible to resolve your complaint through the Early Resolution Procedure, we shall send to you as soon as possible, and in any event, within 5 business days of receiving the complaint, an acknowledgement in writing. Your complaint will be referred to the head of the relevant department, who will investigate the complaint promptly, thoroughly and impartially
If your complaint refers to the actions of a third party, we will ask that party to investigate and report back to us, to enable us to fully respond to your complaint. In the event that we do seek input from a third party, we shall notify you of this and keep you updated. In some circumstances where the third party is solely responsible for the complaint, we will refer the complaint to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances White Oak UK will have no further obligation to deal with your complaint in accordance with its complaints procedure
You will receive a response as soon as possible and in any event, within 8 weeks of White Oak UK receiving your complaint
In the unlikely event your complaint remains unresolved within eight weeks; we will advise you in writing why we are unable to offer a final response and when we expect to be able to do so. We will also provide you with details of the Financial Ombudsman Service together with an explanatory leaflet. This will enable you, if you wish; to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint
We have intentionally made our complaints handling procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, we will not meet your costs
Independent Review of your Complaint
Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms
The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you
The contact details for the Financial Ombudsman Service are set out below:
Post:
Financial Ombudsman Service Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone: 0300 123 9123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
White Oak UK are members of the Finance and Leasing Association (FLA). If you would like to make a complaint directly to them, you may phone them on 020 7836 6511 or get the relevant information from www.lendingcode.org.uk
As a first step, the FLA will refer your complaint back to us to review and respond. If you are still not satisfied, the FLA will try to conciliate up to the time the matter is resolved or is decided by the Financial Ombudsman Service or a court.
You will not be entitled to use the FLA conciliation scheme if your complaint has been decided by the Financial Ombudsman Service or a court.
White Oak UK are also members of the British Vehicle Rental and Leasing Association (BVRLA). If your complaint is relating to a vehicle, and no satisfactory resolution can be reached with White Oak UK, you can use the BVRLA Conciliation Service.
Details should be submitted to : complaint@bvrla.co.uk
Or by Post to:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD