Complaints

On 11 January 2024, the Financial Conduct Authority (FCA) announced a temporary change to the complaint-handling rules for customers affected by Discretionary Commission Arrangements (DCA).

You will be an eligible DCA complainant if you used a car finance credit product prior to 28 January 2021 and a DCA was applied to your credit agreement. This includes Personal Contract Purchase, Hire Purchase and Credit Sale financial products.

The FCA announced the following changes to complaint timescales relating to DCAs only.

The 8-week final response rule has been paused until the 25 September 2024. The time limit for customers to refer relevant complaints to the Financial Ombudsman Service (FOS) has been extended from 6 to 15 months.

As a result, we will not be in a position to issue a final response to your DCA complaint whilst we await the outcome of the FCA’s work.

For further details about the FCA’s work and the reason for the pause to DCA complaints, please visit their website - https://www.fca.org.uk/carfinance.

If you want to submit a DCA related complaint, please click here. Please be aware that all other complaints** not related **to a DCA will follow the normal process and timescales as laid out by the FCA.

Calls into and from LeasePlan may be recorded to confirm your instructions and for quality and training purposes.

Sometimes things go wrong and it’s important you know what to do if you’re unhappy.

Talk to us – the sooner to we know about a problem, the sooner we can try to fix it for you. Please use the contact options at the end of this webpage to log your complaint and we’ll talk the issue through with you.

We’ll fix it or investigate - if we can fix your problem quickly, we will. If it’s going to take a little longer, we’ll keep you updated and confirm:

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  The problem – have we understood it correctly?
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  Your case reference number.
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  The name and number of the person working on your problem.

We’ll contact you with a solution - we like to discuss how we intend to fix the problem over the phone, but if we can’t reach you, we’ll email you instead. Occasionally, it takes more than eight weeks to get everything we need - for example if need information from outside of LeasePlan. If this happens, we’ll contact you and ask for more time.

Escalate your complaint - we work really hard to find a fair solution. If you feel that we’ve not treated you fairly, or we’ve taken more than eight weeks, you can escalate your complaint. If you’re a personal consumer, small enterprise, small charity or a small trust, you can contact the Financial Ombudsman Service (check if you’re eligible here). If not, you can ask the British Vehicle Rental and Leasing Association (BVRLA) to review what we’ve done and use their conciliation service.

If you'd like to make a complaint, please use the 'Get in touch with us' form below.

As a member of the financial services industry, we're regulated by the Financial Conduct Authority (FCA) and follow their standards. You can find out more about the FCA here.

If your contract’s not covered by the FCA, we're also a member of the British Vehicle Rental and Leasing Association (BVRLA) and we follow its code of conduct. Read more here.

Please bear with us as it can take up to five days for us to get back to you via email.

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