LeasePlan Complaints Code
We’re sorry if we haven’t provided you with the service you expect. By telling us about it we can put things right for you and make improvements. Details of how to raise a complaint with us and how we will manage it for you are set out below:
How to tell us about your complaint
What you should do
Please tell us as soon as you can and provide us with your contact details, vehicle registration number and any information to help us understand the issue. To make things easier, we have provided a brief form at the bottom of this page for you to complete. Alternatively, if you would like to speak to a member of the Query Resolution Team directly, please call 0800 051 6242.
What we will do
If the situation is one we can resolve quickly, we will write to or email you by return with a resolution or we may be able to help you over the ‘phone. If we are unable to resolve the situation immediately we will write or email you within 5 days from when you first told us. We will confirm:
The nature of your complaint so we can check we understood it correctly Your unique case reference number The name and contact information of the person who will be working to resolve your complaint
Resolving your complaint
On occasions where we are unable to resolve immediately we may need more time to complete a full investigation. Where this is the case we will keep you fully informed throughout.
When investigating your complaint we will always take into account what you tell us. We will reach our final decision based on this and the results of our investigation.
How we tell you about our decision
If possible we will contact you by ‘phone to discuss our findings and confirm if you are happy with the outcome. Where applicable or on your request, we will write to you to detail our proposal and check if you are satisfied.
If we are unable to reach a decision sooner, we will contact you at eight weeks with either a final response or a request for more time to complete our investigation. Alternatively you are able to escalate to the relevant independent bodies (details of each are displayed at the bottom of this page).
If we have not provided you with our final response within eight weeks or you are not satisfied with our final response.
You are entitled to refer your complaint within six months to the British Vehicle Rental and Leasing Association. For advice on using the BVRLA conciliation service please go to: www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service
You may also be eligible to refer your complaint to the Financial Ombudsman Service. For further information about the Financial Ombudsman Service complaint handling process please go to: www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Am I eligible to refer my complaint to the Financial Ombudsman Service?
You are eligible if you are an individual with a hire or credit agreement regulated by the consumer credit act with us, or you are a business with fewer than 10 employees and a turnover or annual balance sheet that does not exceed £2 million.