Complaints policy

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Purpose of this Complaints Policy

WhiteRose Vehicles Limited welcomes and encourages feedback of all kinds from our customer.  If you have a complaint about our goods and/or services, our customer service, or any other area of service you have received from us, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our business and customer experience in the future.

This policy explains how we will deal with any complaints. It also advises you the steps you can take if your complain has been resolved to your satisfaction.

What does this policy cover?

This Complaints Policy applies to the sale of goods and/or the provision of services by White Rose Vehicles Limited to our customer service and to our employees.

For the purposes of this ComplaintsPolicy, any reference to White Rose Vehicles Limited also includes our employees.

Complaints may relate to any of our activities and may include (but not be limited to):

*The quality of customer service you have received from White Rose Vehicles Limited;

The behaviour and/or professional competence of our employees

Delays, defects, or other problems associated with the sale of goods by White Rose Vehicles Limited

Delays, defects, poor workmanship, or other problems associated with the provision of services by White Rose VehiclesLimited

The following are not considered to be Complaints and should therefore be directed to the appropriate person or department:
General questions about o­­­­ur goods and services;
Matters concerning contractual or other legal disputes;
Formal requests for the disclosure of information, for example, under the Data Protection Act;

Making a Complaint

All Complaints, whether they concern our goods or services, our customer service, or our employees, should be made in one of the following ways:

In writing, addressed to Compliance department, White Rose Vehicles Limited, Trinity House, Halifax. HX1 2QR;

By email, addressed to,;

When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

Your name, address, telephone number and email address (We will contact you using your preferred contact method as your complaint is handled);

If you are making a complaint on behalf of someone else, that person’s name and contact details as well as your own;

If you are making a complaint about a particular employee of ours, the name and, where appropriate, position of that employee;

Further details of your complaint including, as appropriate, all times, dates, events, and people involved;

Details of any documents or other evidence you wish to rely on in support of your complaint;

Details of what you would like White Rose Vehicles Limited to do to resolve your complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

How We Handle Your Complaint

Any complaint will be referred to directly by a Company Director  This will happen at the earliest opportunity. Along with notifying the relevant management, we will also:

Acknowledge the complaint in writing promptly.

Give details in our acknowledgement letter of the Financial Ombudsman Service

Make contact to seek clarification on any points where necessary.
Fully investigate the complaint

Keep you informed of the progress of your complaint.

Discuss with you our findings and proposed response.

If we are unable to respond to your complaint immediately, we will keep in contact with you on progress.  Our final response will be sent to you as soon as possible, but no later than 8 weeks.


On occasion, customers may express dissatisfaction to their advisors about the product provider.  To ensure your complaint is effectively dealt with, we would need to establish if your complaint related to the advice given, the adviser service, or the service or performance of the product provided. Once this information has been provided, White Rose Vehicles Limited will undertake in thorough investigation.  The compliance manager will review the complaint and if required, will take the complaint to the provider after consultation with you.

The compliance manager will work with the relevant departmental manager to establish the nature and scope of the complaint having due regard to theFinancial Conduct Authorities direction:

To deal with complaints promptly and fairly, Give complainants clear replies and where appropriate, fair redress.

Final Response

Upon completion of the investigation, White Rose Vehicles Limited will issue you with a Final Response. This will set out our decision and the reasons for it.  If any compensation is offered, a clear method of calculation will be shown.  We are required to include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

Explain that the complaint must refer the matter to the ombudsman within 6 months of the date of this letter or the right to use this service is los­­t.

Indicate whether we consent to waive the relevant time limits.

If you are not happy with our response

External Resolution:
If you are not satisfied with the resolution of your complaint, you may seekExternal Resolution of your complaint from The Financial Ombudsman.  For details of complaint and conflict resolution mechanisms available fromFinancial Ombudsman, please contact them by post at The Financial OmbudsmanService, Exchange Tower, London, E14 9SR, by telephone on 0800 023 4567 / 0300123 9123, by email at, or via their website at

As White Rose Vehicles Limited are a member of the BVRLA, you also have the right to escalate your complaint to them. Please contact them by post atBritish Vehicle Rental and Leasing Association, River Lodge, Badminton Court,Amersham, HP7 0DD, or by email at

Confidentiality and Data Protection

All complaints and information relating thereto are treated with the utmost confidence.  Such information will only be shared with those employees of White Rose Vehicles Limited who need to know in order to handle your complaint.

We may ask for your permission to use details of your complaint (with your personal details removed) for internal training and quality improvement purposes.  If you have given such permission, you may revoke it at anytime by contacting your complaint handler.

All personal information that we may collect (including, but not limited to, your name and address) will be collected, used, and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.

Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about ourComplaints Procedure, please contact Adam Chandler by post at White RoseVehicles Limited, Trinity House, Halifax, HX1 2QR or by email at