Crusader Cars

Complaints Procedure for Customers 

It is the aim of Crusader Car Leasing to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: enquiries@crusadervans.co.uk Telephone: 01825 573 778
Or write to us at: Crusader House, High Street, Buxted, East Sussex, TN22 4LA

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: enquiries@crusadervans.co.uk Telephone: 01825 573 778 Or write to us at: Crusader House, High Street, Buxted, East Sussex, TN22 4LA

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Leasing FAQs

Our quick and handy FAQ answers the most common leasing questions we receive from our customers.

Do I own the car?

No. The finance company owns the vehicle; they will be registered keeper of the vehicle.

How long will delivery take?

Delivery times vary dependant on the manufacturer, the offer and the type of deal your looking to take advantage of. If your speccing a car from factory then delivery can vary significantly, from 12 weeks to 6+ months. Stock offers are tyically available within a few weeks of completing your order.

Initial Rental - What is it?

An initial rental is the first rental payment you will make to the finance company. Some people call it a deposit, but it's not. It's typically taken 1-2 weeks after you've taken delivery of your car. This payment is usually a multple of your monthly rental which is typically 1,3,6,9 or 12x the monthly rental. This then adjusts how much you pay every month. The higher the initial rental the lower your ongoing monthly rental and vice versa.

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