It is the aim of Carrs Contract Hire & Leasing 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 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:
calling us on 0844 844 7001
or write to us at 85 Meneage Street, Helston, Cornwall, TR13 8RD
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.
For further information you can visit FOS website www.financial-ombudsman.org.uk.
Access to the FOS is available for complainants coming within one of the following categories at the time we receive their complaint:
•Consumers (private individuals acting for purposes which are wholly or mainly outside that individual's trade, business, craft, or profession)
•Businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million
•Charities with an annual income of under £1 million
•Trustees of a trust with a net asset value of under £1 million
Helston Garages Limited is a member of The Motor Ombudsman accreditation scheme. The Motor Ombudsman is a self-regulatory body, which was set up by the motor industry and operates a number of codes of practice. The Motor Ombudsman also offers an alternate dispute resolution process, which Helston Garages Limited participates in.
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.
* All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.
T: 0844 844 7001
Carrs Contract Hire & Leasing
85 Meneage Street
Helston Garages Ltd trading as Carrs Contract Hire & Leasing is authorised and regulated by the Financial Conduct Authority for the broking of Consumer Credit (but not lending) and sale of insurance products under Firm Reference Number 313009. You may check this on the Financial Services Register by visiting the FCA’s website, https://register.fca.org.uk or by contacting the FCA on 0800 111 6768.
Helston Garages Ltd is registered in England & Wales, Reg. Company Number: 703021. VAT Reg. No. GB447416638. Data Protection register number Z5351929
Registered Office: Helston Garages Ltd, 85 Meneage Street, Helston, Cornwall, TR13 8RD
This website is intended for customers based in the UK and is therefore subject to the UK regulatory regimes. Regulatory required website reporting such as Modern Slavery Statement, Gender Pay and Tax Strategy are all reported on the group’s main website www.helstongarages.co.uk
Copyright © 2018 Carrs Contract Hire & Leasing, All rights reserved.