Leasing Gorilla

Complaints Procedure for Customers 

Complaints Handling Procedure

It is the aim of Leasing Gorilla (a trading style of CBVC Vehicle Management 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 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

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 by calling 01283 351200, in writing to CBVC Vehicle Management Ltd, 2 Faraday Court, 1st Avenue, Centrum 100, Burton on Trent, DE14 2WX or by email to 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 by calling 01283 351200, in writing to CBVC Vehicle Management Ltd, 2 Faraday Court, 1st Avenue, Centrum 100, Burton on Trent, DE14 2WX or by email to business-admin@cbvc.co.uk and your complaint will be resolved by the Complaints Manager in the shortest possible time.

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

Our aim is to resolve complaints asap however we will keep you up to date in line with our procedure, and keep you informed of the progress of our investigations. We will provide our final response in writing providing our findings and the action to then take as soon as possible and not later than Eight Weeks.

Investigation – The Complaints Manager will establish the nature and scope of your complaint having due regards to the FCA’s direction: to deal with complaints promptly and fairly and to give complainants clear replies and, where appropriate, fair redress.

Complaints Settled within 3 Business Days

Complaints that can be settled to your satisfaction within 3 Business Days, we will promptly send you a ‘Summary Resolution Communication’ which will be written and include.

  • The fact you made a complaint and that we now consider the complaint to have been resolved to your satisfaction
  • We will advise you that if you subsequently decide that you are dissatisfied with the resolution you may be able to refer the complaint back to us for further consideration or to the Financial Ombudsman Service (FOS)
  • We indicate whether or not we consent to waive the relevant time limits
  • Provide the website for the Financial Ombudsman Service (FOS) and refer to the availability of further information on their website
  • We will also provide details of the BVRLA who provide a Conciliation Service

Final Response

Our final response will set out clearly the firm’s decision and our reasons for it. In our final response we will include details of the Financial Ombudsman Service if dealing with an eligible complainant and a regulated activity we will also:

  • Explain that the claimant must refer the matter to the Ombudsman within six month of the date of this letter or the right to use this service is lost
  • We will indicate whether or not we consent to waive the relevant time limits.

Clearly we would prefer to resolve any concern you raise with us directly. However, following the issue of our final response and providing your complaint falls within the jurisdiction of the Financial Ombudsman Service (FOS) you may be entitled to refer the matter to (FOS) should you feel it necessary to do so they are contactable by emailing complaint.info@financial-ombudsman.org.uk

Or writing to them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

We are members of the BVRLA so for unresolved disputes you can use their conciliation service by emailing complaint@bvrla.co.uk

Or writing to them at:

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

Read our full complaints policy at: CBVC Complaints Policy - CBVC (cbvcvehiclemanagement.co.uk)

Tesla

Looking for an Electric vehicle... visit our dedicated EV website!

Visit CBVC Electrix

Talk to our specialists!