Customer Complaints Information
We want all of our customers to receive great service from us, but we know that sometimes things might not go as planned. When that happens, we’d really like to get your feedback so that we have the opportunity to put things right for you, but also so that we can make sure it doesn’t happen in the future.
Contact us
There are a few ways you can contact us to give us your feedback.
Email:
resolutions@tuskerdirect.comPost:
Tusker
4 Hatters Lane
Croxley Green Business Park
Watford. WD18 8YF
When we receive your email or letter, one of the team will get in touch and discuss your concerns in more detail so that we can do all we can to put things right.
Our Complaints process
If we’re not able to sort your complaint straight away, we’ll start an investigation into the issues and we’ll reply to you as soon as we can.
We’ll respond to your complaint, regardless of how they are received—before the end of the next working day and then look to provide an update within five working days. We aim to provide a resolution within 30 working days.
If your complaint is complicated, or we need more time to look into it, we’ll send you updates on the progress of our investigations and the reasons why we need some extra time.
What to expect from us
We want you to be fully informed of our complaint’s procedures, from how to contact us to how to escalate them if we don’t meet your expectations.
We’ll be:
- Fair, efficient and professional in looking into your complaint
- Transparent with information and look to improve wherever we can
Every complaint is treated with the seriousness and respect it deserves – we’ll reply with a solution-focused approach, that is also polite and helpful.
We keep detailed records of complaints which help us look into improvements and to stop similar issues happening in the future.
If we’ve looked into your complaint but you’re not happy
If we’ve given you a final response but you’re still not happy, you have the right to refer your complaint to the BVRLA (British Vehicle Rental and Leasing Association). You can contact them by:
Online Submission:
bvrla.co.uk/consumer-advice/making-a-complaint-adr.htmlBy Post:
British Vehicle Rental & Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD
The BVRLA will look at information provided by you and from us and aims to resolve disputes within 30 days through its Dispute Resolution Service. As members of the BVRLA, we have to comply with the outcomes of this process. If the BVRLA ask for extra information, it needs to be sent to them within five working days.
If you have a complaint about our regulated finance products, you may raise it with our principal firm, Product Partnerships Ltd, by contacting them at 01274 921234 or info@productpartnerships.com
You can also send your complaint to the Financial Ombudsman Service by calling 0800 023 4567 or 0300 123 9123, or by emailing complaint.info@financial-ombudsman.org.uk
It’s worth noting that salary sacrifice agreements are not regulated financial products, and so do not fall under the jurisdiction of the Financial Ombudsman Service.