Complaints handling procedure
It is the aim of Troman Finance 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 policy 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. To help us resolve your problem you should provide the following information:
• Your Full Name and contact information
• Full details of your complaint
• Your agreement details
• Details of what you would like us to do to put things right
• Photocopies of any relevant paperwork
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 your broker or either:
calling us on 01435 868998
or write to us at Troman Finance Ltd, Fu-Chi Lodge, Parkgate Road, Newdigate, Surrey, RH5 5DX
If you are unhappy with our solution or final decision, there are other options available to you:
BVRLA Conciliation Service
Troman Finance Ltd are leasing broker members of the British Vehicle Rental & Leasing Association (BVRLA) and any unresolved dispute may be referred to the BRLA by either the customer or by Troman Finance Ltd.
The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
The Conciliation Service will investigate potential breaches of the Codes of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested 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 aims to resolve complaints through the Conciliation Service within 30 days.
Financial Ombudsman Service
If you have a regulated consumer 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 a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
Troman Finance Ltd is an independent finance broker, our registered address is Fu-Chi Lodge, Parkgate Road, Newdigate, Surrey, RH5 5DX
Troman Finance Ltd is authorised and regulated by the Financial Conduct Authority (The FCA). The firm reference number is 668753and this information can be checked by visiting the FCA website – www.fca.org.uk