New Office Opening Hours for 2020
From the 6th January 2020, we will be operating new office hours for Short Term Car Leasing Ltd and these will be as follows: Monday
In England & Wales
Call Short Term Car Leasing Ltd
Personal & Business Accepted
The process we follow is as follows;
Short Term Car Leasing Ltd t/a Cocoon Vehicles Limited pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairly and to exceed your expectations at every level. Should the occasion arise where you feel unhappy with the service you receive from us we would like to know. We aim to resolve any complaint quickly and to your satisfaction. This procedure explains how we will deal with your complaint.
What is a complaint? Any informal or formal complaint can be made if you are unhappy with the following:-
We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with your Account Manager on 01332 290173
In the unlikely event that your initial complaint is not resolved by your Account Manager you should contact the relevant department Team Leader as specified in the contact section below.
If you feel the problem is still not resolved to your satisfaction, please complete our formal Complaints Form and forward it with a covering letter/email addressed to The Customer Service Manager as specified in the contact section below. To help us assess your complaint please provide the following information:
You should keep copies of all information submitted for your records.
You should expect an acknowledgement of your complaint within 5 working days of submitting a completed formal Complaints Form and a full written response within 28 days. If this is not possible we will keep you informed in writing of the progress being made towards the consideration of your complaint.
We aim to resolve all complaints within 15 working days of your initial contact.
If you remain unsatisfied with a decision taken in respect of a complaint or appeal you may contact the BVRLA directly at www.bvrla.co.uk
Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.
Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to you.
Complaints in writing: Short Term Leasing t/a Cocoon Vehicles Ltd The Old Co-operative, 36 Holbrook Road, Belper, DERBYSHIRE, DE56 1PA
Telephone: 0330 330 9425
Email. enquiries@cocoon-group.co.uk – SUBJECT; Complaints
From the 6th January 2020, we will be operating new office hours for Short Term Car Leasing Ltd and these will be as follows: Monday
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Complete the form below and make sure that you complete the required fields marked with * – Our team will come back to you within working hours. If your enquiry is urgent, please call the team on 0330 330 9425
Cocoon Vehicles Ltd trading as Short-Term Car Leasing is authorised and regulated by the Financial Conduct Authority (FCA) under firm reference number 711074. You may check this on the Financial Services Register by visiting the FCA’s website; register.fca.org.uk or by contacting the FCA on 0800 111 6768
If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk
Complete the form below and our team will be in touch with a no obligation quotation.
0330 330 9425