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 we deal with complaints and manage the complaints process are outlined below.

Raise a complaint

Call 0800 051 6242

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 below for you to complete. Alternatively, if you would like to speak to a member of the Query Resolution Team directly, please call us.

Call now

What we will do

If the situation is one we can resolve quickly, we will write to or email you 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
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.

Complaints Data

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 reportedto 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

​Number of complaints opened by volume of business

Period covered: 1st January 2018 to 30th June 2018
Product/Service GroupingNumber of complaints opened *Number of complaints closed% closed within 3 days% closed after 3 days, but within 8 weeks% UpheldMain cause of opened complaints
Insurance and pure protection110%100%100%N/A
Credit Related 13241171N/AN/A69%N/A