Last Updated: 24th July 2023 | Next Update Due: January 2024

This complaints policy refers to Bluestone, Bluestone Leasing, Bluestone Vehicles and AssetSecure who are all trading styles of Bluestone Leasing Limited.

Covered in this policy:

• Finance complaints.
• Insurance complaints.
• Information about referring your complaint to the Financial Ombudsman Service.
• Information about referring your vehicles related complain to the BVRLA (British Vehicle Rental & Leasing Association.)
   

Finance Complaints

We aim to provide a very high standard of service to every client but occasionally we do make mistakes. We want to ensure all complaints are resolved as quickly as possible and to everyone’s satisfaction.

Below you will find how complaints are dealt with and what to do if you feel we have not resolved things to your satisfaction.
 

What to do if you have a complaint

If you have a complaint about any aspect of our service, we would like to hear from you. To help us investigate and respond to your concerns as quickly as possible, you can contact us on telephone, in writing or by filling out the form below. Your complaint will be reviewed by the appropriate person in the shortest possible time.

Our contact details are as follows:

Complaints
Bluestone Leasing
Lakeside House
Navigation Court
Wakefield
WF2 7BJ

Tel: 01924 248 800
Email: complaints@bluestoneleasing.com

To assist us in resolving your problem, please provide the following information:

• Your full name and contact information
• Full details of your complaint
• Your finance agreement or insurance policy details
• Details of what you would like us to do to put things right
• Copies of any relevant paperwork
   

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately. However, sometimes this may not be possible. We will keep you informed of the progress of our investigations and will send you an acknowledgement within five business days from us receiving your complaint.

In some instances, we may refer your complaint to one of our third-party providers where we have acted as an intermediary. In some instances, they may contact you directly to respond to your complaint.
 

Final response

We will provide our final response in writing, including our findings and the action to then take. We endeavour to send this final response within 10 business days of receipt of your complaint.

The Financial Conduct Authority requires that this final response must be sent within eight weeks of receiving the complaint.

If for any reason we are unable to respond within eight weeks, we will write to you informing you of the reasons for the delay and informing you of your right to refer the complaint to the Financial Ombudsman Service.
 

Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.
 

What to do if you are not happy with our decision

Financial Ombudsman Service

If you have a regulated consumer credit or hire agreement 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.

It is our policy to treat all customers the same, however, only eligible complainants may refer their complaint onto the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

When we send you a final response, we will also provide you with a link to the Financial Ombudsman Service (FOS) leaflet.

The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London, E14 9SR

Telephone: 0207 964 1000

www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk
 

BVRLA (British Vehicle Rental & Leasing Association)

If your complaint relates to vehicle finance, you also have the option to complain to the BVRLA.

As a member of the British Vehicle Rental & Leasing Association, we are bound by their code of conduct, and you have access to their conciliation service.

If you are unhappy with our response to your complaint, you will be able to refer the matter to the BVRLA. As an approved Consumer ADR body, they will independently review the matter and report their findings.

More information about the conciliation service can be found on the BVRLA's website. Using the BVRLA's conciliation service does not in any way affect your right to refer the matter to the Financial Ombudsman Service if you are eligible.

The contact details for the BVRLA are:

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

https://www.bvrla.co.uk

Email: complaint@bvrla.co.uk

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.
 

Insurance Complaints

If you have a complaint regarding your insurance policy, you can contact us on telephone or in writing. Your complaint will be reviewed by the appropriate person in the shortest possible time.

To help us investigate and respond to your concerns as quickly as possible, please ensure that you quote your policy number in all correspondence and enclose any evidence or documentation that you wish to be considered in reviewing your complaint.

Our contact details are as follows:

Bluestone Leasing
Lakeside House
Navigation Court
Wakefield
WF2 7BJ

Tel: 01924 248 800
Email: complaints@assetsecure.insure

We will do our best to resolve your complaint quickly and with the least inconvenience to you. We will acknowledge the complaint within two working days of receipt and will aim to resolve the complaint within five working days.

If further investigation is required, we will aim to resolve the complaint within four weeks of receipt.

If we are unable to resolve the complaint within these timescales, we will write to you to let you know why we have not been able to do so.

If you feel that you have not received a satisfactory response, or the complaint has not been resolved within eight weeks of our receiving it, you may refer your case to the Financial Ombudsman Service (the FOS), see details above.

If you have any questions relating to our complaints handling procedure, please contact us on 01924 248 800.