The process we follow is as follows;
Equalease Short Term Cars 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:-
- The delivery and quality of services received pre and post-delivery of a vehicle
- The delivery of a vehicle
- Any other matters relating to Cocoon Vehicles Limited
How to make a complaint
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:
- Your name and contact details
- Details of your complaint
- An explanation of the steps you have already taken to try to resolve the complaint
- What would you like us to do to make it right
You should keep copies of all information submitted for your records.
What happens next?
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.
Contacting Cocoon Vehicles
Complaints in writing: Equalease Short Term Cars Ltd t/a Cocoon Vehicles Ltd, Cocoon House, Haydock Park Road, Derby, DE24 8HT
Telephone: 0330 330 9425
Email. firstname.lastname@example.org – SUBJECT; Complaints