Complaints Officer Contact Details
Name: Andrew Gartside
Telephone: 0161 623 2891
Address: Stanley House, 15 Ladybridge Road, Cheadle Hulme, Cheshire SK8 5BL
Email: andrew@leapvehicleleasing.com
How Leap Vehicle Leasing Limited Handles Complaints
We aim 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.
Any complaint, verbal or written, will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management team if the Complaints Officer is unavailable. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.
On Receipt of a Complaint:
- Acknowledge the complaint promptly.
- Make contact to seek clarification on any points where necessary.
- Fully investigate the complaint.
- Discuss with you our findings and proposed response.
Adviser, Provider, or Quality of Goods
Clients often express dissatisfaction to their adviser about the product provider or the quality of the goods. We will need to establish whether your complaint relates to:
- The advice given.
- The adviser’s service.
- The service or performance of the product provider.
- The quality of the goods.
If unclear, this must not delay investigation, and we will proceed with our own investigation.
If the complaint is about another party, we will refer the details of the complaint to the third party and confirm this course of action to you in writing.
Investigation
The Complaints Officer will establish the nature and scope of your complaint with due regard to the Financial Conduct Authority’s direction to:
- Deal with complaints promptly and fairly.
- Give complainants clear replies and, where appropriate, fair redress.
Complaints Settled Within 3 Business Days – Informal Complaints Process
Complaints that can be settled to your satisfaction within three business days can be recorded and communicated via an informal process.
If a solution to your complaint is proposed and you indicate acceptance, we will promptly send you a Summary Resolution Communication, which will:
- Refer to the fact that you have made a complaint and inform you that we now consider the complaint resolved to your satisfaction.
- Inform you that, if dissatisfied, you may refer the complaint back to us for further consideration or to the Financial Ombudsman Service (FOS).
In addition to sending a Summary Resolution Communication, we may also use other methods to communicate the information:
- If it better meets your needs.
- If we have already been using another method to communicate about the complaint.
Complaints That Cannot Be Resolved Within 3 Business Days
If the Complaints Officer determines your complaint cannot be resolved within three business days, the formal FCA complaints procedure will be followed.
This involves:
- Sending you an initial response letter within five days of receiving your complaint or immediately upon realising the informal process will not reach a resolution.
- Providing you with details of our complaints handling procedures.
- Fully investigating the complaint and, where necessary, contacting you to seek clarification on any points.
- Sending you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint.
Final Response
Our final response letter will:
- Clearly set out our decision and the reasons for it.
- Include a clear method of calculation if financial redress is offered, which will be paid promptly and in full.
- Include details of the Financial Ombudsman Service (FOS).
If you are dissatisfied with the outcome, you may refer your complaint to FOS within six months of the date of our final response letter.
If We Cannot Resolve the Complaint Within Eight Weeks
If our investigation is not concluded within eight weeks, we will:
- Write to you explaining the reasons for the delay.
- Advise you of your right to refer the complaint to the Financial Ombudsman Service if dissatisfied.
Closing a Complaint
- A complaint will be considered closed once we receive confirmation from you that you are satisfied with the findings and any resolution proposed.
- If no confirmation is received within four weeks of our final response letter, your complaint may also be considered closed.
Financial Ombudsman Service (FOS)
It is our policy to treat all customers the same, but only eligible complainants may refer their complaint to the Financial Ombudsman Service.
Eligible complainants include:
- Consumers.
- Companies within the definition of a microenterprise.
- Charities with an annual income under £6,500,000.
- Trustees of a trust with assets under £5,000,000.
- Small businesses (for conduct occurring after 1st April 2019).
- Guarantors.
The Financial Conduct Authority complaints rules apply to complaints:
- Made by, or on behalf of, an eligible complainant.
- Relating to regulated activity.
- Involving an allegation of financial loss, material distress, or material inconvenience.
FOS Contact Details:
Address:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone:
- 0800 023 4567 (free from most fixed lines).
- 0300 123 9123 (cheaper for mobile users).
- +44 20 7964 0500 (for international calls).
Email: complaint.info@financial-ombudsman.org
Website: www.financial-ombudsman.org
Alternative Dispute Resolution
As a member of the British Vehicle Rental & Leasing Association (BVRLA), we are bound by their code of conduct.
If you are unhappy with our response, you may refer your complaint to the BVRLA Conciliation Service, which will independently review the matter.
BVRLA Contact Details:
Email: complaint@bvrla.co.uk
Address: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD
The BVRLA aims to resolve complaints within 30 days through the Conciliation Service.