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Complaint Procedure

Complaint Handling Policy and Procedure

It is the aim of Leaseline The Vehicle Leasing Specialists Ltd to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
This procedure explains how we will deal with any complaint. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the person you have been dealing with.
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the following business day, we will keep you informed of the progress of our investigations and provide our final response in writing, providing our findings and the action to then take.

To register a complaint contact us by either:
email: office@leaseline.co.uk
Name: Denise Devall
Call us on: 01480 279 800
or write to us: Leaseline, 1 George Street, First Floor, Huntingdon, PE29 3AD

If, on receipt of a complaint, we have reasonable grounds to be satisfied that someone else outside of our own business is solely or jointly responsible for the alleged failures, the complaint will be referred to that company in writing (letter/fax or email) within 5 business days of receiving the complaint. We will by way of Acknowledgement, inform the complainant that we have referred the complaint and give the contact details of the business they have referred it to and why. When referring a complaint we will open a complaint handling case and pass all supporting information detailing why we believe the other business is either solely or jointy responsible and ask to be kept informed until conclusion of their complaint handling process.

Our aim is to resolve your complaint internally, if you have a regulated agreement and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service.  You must do this within six months of our final response, their contact details are as follows;


The Financial Ombudsman Service,
Exchange Tower
London
E149SR

Or you can telephone on 0800 023 4567 or email: complaint.info@financial-ombudsman..org.uk

Further information can be obtained from the financial Ombudsman Service website at www.financial-ombudsman.org.uk

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the above address.

Leaseline The Vehicle Leasing Specialists Ltd trading style "Leaseline" is authorised and regulated by the Financial Conduct Authority, We are a Credit Broker not a Lender and Members of the British Vehicle Rental and Leasing Association (BVRLA) www.bvrla.co.uk, adhering to their Code of Conduct and Conciliation Service. Details can be found on their website www.bvrla.co.uk