Kudos Vehicle Management Ltd.

Complaints Procedure 2025 (client)

 

Introduction

Name: Kudos Vehicle Management Ltd.

Telephone: 01422 229 109

Address: 24 Ripponden Business Park, Oldham Road, Ripponden HX6 4FF              

Email: rbowker@kudosvm.com

Our Procedures

Any complaint verbal or written will be referred to Russell Bowker at the earliest opportunity or to a member of the senior management if Russell Bowker is unavailable. 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 our progress
• Discuss with you our findings and proposed response

 

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

Definition of a complaint

The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.

The Financial Conduct Authority complaints rules apply to complaints:

• Made by, or on behalf of an eligible complainant;
• Relating to regulated activity;
• Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

Adviser or Provider

Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. Russell Bowker will review this matter and take the complaint to the provider, if appropriate, in consultation with you.

Investigation

Russell Bowker will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Complaints Settlement

We will endeavour to resolve your issue at the earliest opportunity; therefore you should expect an acknowledgement of your complaint within 5 working days and a full written response within 28 days.

 

If this is not possible you will be informed in writing of the progress being made towards the consideration of your complaint.

 

We aim to resolve all complaints within 10 working days of initial contact, but due to legal reasons this is not always possible.

 

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication,’ being a written communication from us which:

• Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
• We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
• Indicates whether or not we consent to waive the relevant time limits, (where we have discretion in such matters)
• Provide the website address of the Financial Ombudsman Service; and
• Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

• We consider that doing so may better meet your needs; or
• We have already been using another method to communicate about the complaint.

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

 

We must 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 complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost
• Indicate whether or not we consent to waive the relevant time limits.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

 

 

Financial Ombudsman Service

We will co-operate fully with the Financial Ombudsman Service in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman. 

 

Contact:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel:  0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email:  complaint.info@financial-ombudsman.org.uk

Website:  www.financial-ombudsman.org.uk

 

 

Conciliation Service

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

 

Details should be submitted by email to: complaint@bvrla.co.uk

 

If the customer does not have access to email, details can be sent by post to:

 

British Vehicle rental and Leasing Association

River Lodge

Badminton court

Amersham

HP7 0DD

 

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations.

 

The BVRLA aims to resolve complaints trough the Conciliation Service within 30 days.

 

Members must comply with the Conciliation Service’s findings.