Complaints procedure
Complaints handling procedure
It is the aim of Leasing Made Easy Ltd to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. 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 email info@leasingmadeeasy.co.uk
calling us on 07484 353404
or write to us at 14 Acre Grove, Much Hoole, Preston, United Kingdom,PR4 4QD
You can contact us by email, telephone or in writing and your complaint will be resolved by the Complaints Handler in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, please provide the following details.
Your full name and contact details
Full details of your complaint
Any details about your agreement or order details, including vehicle details if possible
How you would like us to make things right
Copies of any relevant paperwork or email trails
What we do if we receive a complaint from you
We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:
Complaint Process
1. Your case reference will be your order/contract number
2. We will give you the name and title of the person handling your complaint
3. We will send you written acknowledgement within 3 working days of receiving your complaint
4. Make contact to seek clarification on any points where necessary
5. Fully investigate your complaint internally and third parties where relevant
6. Keep you informed and fully updated regarding any progress
7. Discuss with you our findings and our proposed response
8. Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority
Investigation
The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress
Eligibility
It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
FCA Complaints Rules
• Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
• The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
• The Complainant must allege that they have suffered, or may suffer, financial
loss, material distress or material inconvenience
Final Response
This will set out clearly our decision re the complaint and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:
• Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
• Indicate whether we consent to waive the relevant time limits.
Complaints settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:
1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
4. Provide the relevant addresses of the Financial Ombudsman Service.
5. Refer to the availability of further information on the website of the Financial Ombudsman Service.
Closing a complaint
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
What to do if you are not happy with our decision
If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.
Financial Ombudsman Service
If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.
You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
The BVRLA
Leasing Made Easy are a member of the industry trade body, the BVRLA (British Vehicle, Rental and Leasing Association). All BVRLA leasing brokers must adhere to their mandatory Code of Conduct, which is there to ensure that the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information and a complaint resolution service. In addition, all broker members are audited or inspected to BVRLA standards. If you are not satisfied with the outcome of your complaint details are below for the BVRLA conciliation service where further information is provided.
BVRLA Conciliation Service
River Lodge
Badminton Court
Amersham
HP7 0DD
Email: complaint@bvrla.co.uk
Accessibility
We are committed to supporting all our customers, including those who may need extra help or have additional needs. If you need this information in a different format, such as large print or braille, please let us know and we’ll be happy to help.