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Trademarks
The names Hawkrivercarleasing and Hawkriver Car Leasing and Hawkriver Leasing logos, are trademarks or registered trademarks of Hawkriver Leasing Ltd. All other product names and company logos mentioned herein are the trademarks of their respective owners.
Warranties
THIS PUBLICATION IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.
REFERENCES TO CORPORATIONS, THEIR SERVICES AND PRODUCTS, ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED. IN NO EVENT SHALL MONDAQ BUSINESS BRIEFING BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF LOSS, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THIS INFORMATION.
Descriptions of, or references to, products or publications within the Hawkriver Leasing web site do not imply endorsement of that product or publication. Hawkriver Leasing Ltd makes no warranty of any kind with respect to the subject matter included herein, the products listed herein, or the completeness or accuracy of this catalogue. Hawkriver Leasing Ltd specifically disclaims all warranties, express, implied or otherwise, including without limitation, all warranties of merchantability and fitness for a particular purpose.
THIS PUBLICATION COULD INCLUDE TECHNICAL INACCURACIES OR TYPOGRAPHICAL ERRORS. CHANGES ARE PERIODICALLY ADDED TO THE INFORMATION HEREIN; THESE CHANGES WILL BE INCORPORATED IN NEW EDITIONS OF THE PUBLICATION. Hawkriver Leasing LTD MAY MAKE IMPROVEMENTS AND/OR CHANGES IN THE PRODUCT(S) AND/OR THE PUBLICATION(S) AT ANY TIME.
A
Complaint
A
complaint is defined as any communication received, the purpose of which is to
express dissatisfaction with any aspect of the standard of service received, a
complaint can arise if any of the following applies; it is plainly evident from
the conversation or tone of the correspondence (anger or exasperation ) that
the customer is dissatisfied, the customer has put the issue formally in
writing (to any member of staff, including Senior Managers), the customer has
contacted, or tried to contact, the franchisee previously on the same type of
issue
A
complaint will be handled by any suitably qualified complaints advisor or
employee, as determined by the franchisee principal.
Receipt
and initial analysis of a complaint
A
complaint must be logged on to an appropriate Franchisee Customer Complaints
database within 1 business day of receipt and assigned to a complaints advisor
(the “Advisor”) or any suitably qualified employee, as determined by the
franchisee principal.
Acknowledgement
A
complaint will be assigned a unique reference number and if it is not concluded
by the end of the business day after it was received a written Acknowledgement
must be sent to the complainant within 3 business days of receipt of the
complaint.
The
Acknowledgement must give the name or job title of the person handling the
complaint and enclose a copy of the franchisee’s own Complaints Handling
Procedure shown on the reverse of the Acknowledgement letter. (A copy of the
suggested wording for this procedure is enclosed)
If
the complaint is concluded by the end of the business day after it was received
it can then be closed without the necessity of following this
procedure.
Financial
Ombudsman Service rules require that an Acknowledgement is sent within 5
business days of receiving the complaint. Following this recommended
procedure ensures this is done within 3 business days.
Final
Response
Following
investigation, the Franchisee’s target should be to send a Final Response which
must be sent within 10 business days of the receipt of the complaint.
It
must either uphold the client's complaint (and set out proposed terms for
settling the complaint) or tell the complainant that it believes there are no
grounds for upholding the complaint, and
In
the case of complaints concerning customers under Regulated Agreements; advise
the complainant that they can contact the Financial Ombudsman Service within
six months of the date of the final response should they remain dissatisfied,
and enclose a copy of the Financial Ombudsman Service’s explanatory leaflet
A
complaint must not be closed until a Final Response has been sent, unless the
complaint is dealt with and closed by the end of the next business day after it
was received.
Financial
Ombudsman Service rules require that a Final Response is sent within 8 weeks of
receiving the complaint. Following this recommended procedure ensures this
is done within 10 days as set out above.
Complaints
Reporting (FSA registered franchisee’s only)
The
appointed person at the franchisee is responsible for compiling and filing the
Complaints Return in the first week of April and the first week of October
every year and ensuring it is sent to the FSA within the time limits.
All
records and files concerning complaints must be kept for at least three years
from the date of resolution of the complaint.
6.
Referrals
If,
on receipt of a complaint, the franchisee has reasonable grounds to be
satisfied that someone else outside of the franchisee’s own business is solely
or jointly responsible for the alleged failures, the franchisee must refer the
complaint to that company in writing (letter/fax or email) within 5 business
days of receiving the complaint.
The
franchisee must by way of Acknowledgement, inform the complainant that they
have referred the complaint and give the contact details of the business they
have referred it to.
If
the franchisee is referring because they have reasonable grounds to be
satisfied that the other business is solely responsible for the alleged
failures the Acknowledgement should be in the form of a final response as
above.
If
the franchisee is referring because they have reasonable grounds to be
satisfied that the other business is jointly responsible for the alleged
failures they should complete the full complaints handling procedure above for
the part of the complaint that is their responsibility.
If
a complaint is referred to the franchisee by another business they should apply
the full handling procedure above, from the date they received the complaint
from the other business.
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