For more information on leasing a vehicle, watch our video below for five reasons why business vehicle leasing makes so much more sense.
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.
LeasePlan UK Ltd operates under the following brand names
LeasePlan SME: www.direct.leaseplan.co.uk