Complaints Policy
Introduction
We are committed to ensuring that our services and products provide only the best outcomes for our customers and we hope that this is reflected in the service that you receive from everyone at loveelectric. We know that sometimes things can go wrong. If this happens, we welcome feedback from our customers as this gives us an opportunity to make improvements and to help put things right.
How to make a complaint
You can make a complaint via any of the following channels:
Email: complaints@loveelectric.cars
Phone: 0131 608 4989
How we will respond to your complaint
We will respond via email and may call you to discuss your complaint in more detail to help us to fully understand how we can help you.
What happens next?
We will aim to resolve your complaint within three working days if we are able to and will confirm this in writing once we have done so. In some cases, we may have to contact third parties who assist us with providing our services to us or there may be a lot of information that we need to look at to allow us to investigate your complaint properly which may result in us taking longer to resolve your complaint. In these cases we will keep in touch with you to let you know when we expect to resolve your complaint. We aim to resolve these complaints within 21 days of receipt, and in all cases within 56 days.
Where we take longer than 3 days to resolve your complaint we will send you a final response in writing which will detail the following:
- What steps we have taken to investigate your complaint
- The outcome of our investigation - this will either be that we have chosen to uphold or reject your complaint. If we uphold your complaint we will advise of any redress that may be paid and if we are unable to uphold your complaint we will provide a detailed explanation as to why
- Where appropriate, what we will do to rectify the issues that you have raised in your complaint
- What actions we will take to prevent other customers experiencing the same issues
- What steps you can take if you are not happy with our resolution
Not satisfied with our response?
loveelectric is a member of the British Vehicle Rental & Leasing Association, and as a result, the BVRLA offer our customers a free, independent conciliation service for resolving disputes. If you are unhappy with our final response, you can write to the BVRLA setting out your concern. The BVRLA is approved by the Government as a consumer alternative dispute resolution body. They aim to resolve a dispute using the information presented by both parties. Based on the information available they will provide both parties with its findings and recommendations. Members must comply with the conciliation service's findings.
You can find more information about the service they offer on their website and can send your complaint to them via the following channels:
By post: ADR Service BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 0DD
Email: complaint@bvrla.co.uk
If your complaint is about a regulated product or service that we have provided then you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK.
Your complaint will only be considered by the FOS if you are classed as an eligible complainant as per the definition set out by the FCA which is:
- A private individual or,
- A business which employs fewer than 10 people; and has a turnover or annual balance sheet that does not exceed €2 million (some additional restrictions may apply) or,
- A charity which has an annual turnover of less than £6.5 million or,
- A trust which has a net asset value of less than £5 million.
You can make a complaint directly or you may authorise somebody else to make a complaint on your behalf.
You can find out more information about the services offered by the FOS here and can contact the FOS via the following channels:
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)
Email: complaint.info@financial-ombudsman.org.uk
Our regulated activities are currently limited to recommendations of interest free loan agreements for the purchase of home charge points via egg. If your complaint does not relate to this then you would not be considered an eligible complainant and therefore unable to refer your complaint to the FOS.