Complaints Procedure

This procedure outlines how we handle complaints and what steps you can take if you're not satisfied with our response.

If You Have a Complaint

We will always aim to resolve your complaint as quickly as possible and will follow the timescales below:

Three Business Days

If we are able to resolve the matter by the close of business on the third working day following receipt of your complaint, we will do so and provide you with a Summary Resolution Communication in writing.

Five Business Days

If your complaint cannot be resolved within three business days, we will acknowledge it in writing within five business days. This acknowledgement will confirm our understanding of the issue and provide the name of the individual handling your complaint.

Four Weeks

If we have not resolved your complaint sooner, after four weeks we will send you either our Final Response Letter or a progress update explaining why we are not yet in a position to resolve the matter.

Eight Weeks

If your complaint is still unresolved at eight weeks, we will either send our Final Response Letter or explain the reason for the continued delay and when we expect to provide a final response.

Please Note:
A business day is Monday to Friday, 9am–5pm, excluding bank holidays.

If a complaint is received outside business hours or on a non-business day, it will be treated as received on the next business day.

How We Handle Complaints

• The person dealing with your complaint will have the necessary skill, knowledge, and authority to respond effectively.

• Our team is fully trained, and we follow a structured complaints process to ensure fair treatment.

• All written responses will be clearly worded and provide a full explanation.

Our Response to Your Complaint

You will receive one of the following:

Summary Resolution Communication

Issued when we resolve your complaint within three business days. It confirms that we believe the complaint is resolved and explains how to escalate if you are still dissatisfied.

Final Response Letter

Sent after a full investigation. It outlines the details of your complaint, the findings from our review, and our decision to either uphold or reject the complaint. If redress is awarded, we will explain how it has been calculated.

Conciliation Service (BVRLA)

If you are not satisfied with our response, you may refer the matter to the BVRLA Conciliation Service. We are a member of the British Vehicle Rental and Leasing Association (BVRLA), an ADR body approved by the UK government.

Unresolved disputes may be referred by either the customer or the member.

Submit by email: complaint@bvrla.co.uk

Or by post:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

The BVRLA will assess the information provided by both parties and deliver its findings and recommendations. Members are expected to respond to information requests within five working days.

The BVRLA aims to resolve complaints within 30 days of referral.

As a BVRLA member, Blue Chilli Car Leasing is bound by the outcome of the Conciliation Service.

Still Unresolved?

If you have a regulated contract with us and remain dissatisfied after receiving our Final Response, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS). You must do so within six months of receiving our Final Response.

Contact FOS:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
Isle of Dogs
London E14 9SR

Telephone: 0800 023 4567

If you have any questions regarding this procedure, please contact us in writing at: 

Blue Chilli Car Contracts Ltd
The Courtyard
2 Finney Lane
Heald Green
Cheadle
SK8 3GZ