Customer Satisfaction

We want our customers to have the best car and van leasing experience with us. Tell us if you're not completely happy with our service. At Purple Contracts we do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right first time.

Tell us, and we'll do our very best to put it right.

If you are not satisfied with any aspect of our service or products, you can tell us about your concern in the following ways:

Visit us - visit us and speak to a member of staff. We are open from 9.00am – 5.30pm Monday to Thursday, 9.00am – 5.00pm Fridays, and 10.00am – 2.00pm Saturdays.

Write - address your letter to the Complaints Manager and post to:

Complaints Manager, Purple Contracts, The Business Centre, Cardiff Rd, Barry Vale of Glamorgan, CF632AW.

Telephone – talk to us by calling 08456 444300

Email - for security reasons, please do not include additional personal information. For this reason, we will respond to your email by telephone or letter.

We aim to solve your concern straight away. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

Why we have not yet resolved your complaint?

Who is dealing with your complaint?

When we will contact you again?

In most cases, complaints are dealt with within two weeks. We will contact you regularly until your complaint has been resolved.

Complex complaints

If your complaint is particularly complicated, it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks, we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.

However, we may decide to refer your complaint to a 3rd Party Ombudsman, such as the BVRLA. We will then issue a final response letter, which will explain our final position.

In the case of complaints concerning customers under Regulated Agreements; we may advise you to contact the Financial Ombudsman Service within six months of the date of the final response should you remain dissatisfied, we will enclose a copy of the Financial Ombudsman Service's explanatory leaflet. You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service.

Purple Contracts Car Leasing, Cardiff, South Wales.