Complaints Procedure for Customers

Complaints Handling Procedure

It is the aim of Leap Vehicle Leasing Limited 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 from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: andrew@leapvehicleleasing.com Telephone: 0161 623 2891

Or write to us at: Leap Vehicle Leasing Limited, Stanley House, 15 Ladybridge Road, Cheadle Hulme, Cheadle Cheshire SK8 5BL

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

• Your full name and contact information
• Full details of your complaint
• Your lease agreement details
• Details of what you would like us to do to put things right
• Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

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 next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

BVRLA Conciliation Service

We are members of the BVRLA, our membership number is 10049. Any unresolved disputes may be referred to the BVRLA. The BVRLA will aim to resolve the matter using the information and evidence presented by both parties to the dispute. Any information from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aim to resolve complaints through the Conciliation Service within 30 days

Contact details: Address: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD Email: complaint@bvrla.co.uk

Website: http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: andrew@leapvehicleleasing.com Telephone: 0161 623 2891 Or write to us at: Leap Vehicle Leasing Limited, Stanley House, 15 Ladybridge Road, Cheadle Hulme, Cheadle, Cheshire SK8 5BL