If we can resolve complaints quickly we will. However, sometimes a bit more work is required to help us understand the issue before we can fix it, so in these cases we will write or email within 5 days from when you first told us to 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

We prefer to discuss proposed solutions by phone if possible, but if not we’ll write to you and try to come to an agreement. If our investigations and these discussions take 8 weeks we will send you a final response, or ask for more time.

We aim to resolve all complaints fairly. However, if you’re unhappy with our final response or we've taken over 8 weeks to resolve your complaint you have the right to escalate this.

If you're a consumer, micro-enterprise, small charity or a small trust you can refer your complaint within 6 months to the Financial Ombudsman Service as an eligible complainant. To check if you're eligible to use this service and for more information about this process please visit: www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Alternatively, you can escalate your complaint within 6 months to the British Vehicle Rental and Leasing Association (BVRLA). For details about the BVRLA conciliation service please visit https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

At LeasePlan we strive to deliver an excellent service to all our customers. We recognise things can sometimes go wrong, and we encourage customer feedback to help us ensure any problems are identified quickly, resolved effectively, and our services are improved for the future.

The table below shows complaints data reported to the Financial Conduct Authority (FCA) for the 6 month period stated. This includes the number of complaints opened, closed and the percentage upheld, or found in favour of the customer.

Firm Name: LeasePlan UK Limited

Brands/trading names covered: Network, LeasePlan Go, LeasePlan