Complaints Procedure

It is the aim of Lease My Vehicle to provide a high standard of service to every customer, However, there may be occasions when you feel you have a cause for complaint. If so, we will always try to resolve the problem quickly and to your satisfaction.

Your First Steps… If you have a complaint about any aspect of our service, 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: 

Telephone: 01252 964674

Or write to us at:  

Lease My Vehicle. 
Abbey House, 
282 Farnborough Road, 
Farnborough, GU14 7NA 

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

  • Your full name and contact information
  • Full details of your complaint
  • Your registration or order number
  • Details of what you would like us to do to put things right
  • Copies of any relevant paperwork

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 within 8 weeks, detailing our findings and any actions undertaken.

If your complaint is Consumer Credit related and, having followed our complaints procedure, you are still not satisfied, you can raise your complaint to ITC Compliance Ltd.

Lease My Vehicle is an appointed representative of ITC Compliance which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender.

If you are still not satisfied with our response, you can forward your complaint to ITC Compliance Ltd by either email, in writing or by telephoning:

ITC Compliance Limited,
4 Monarch Court The Brooms,
Emersons Green, Bristol, BS16 7FH
0845 177 22 66 or 0117 4403700

Should you remain dissatisfied, you have the right to ask the Financial Ombudsman Service to review your case. You should write to the:

Financial Ombudsman Service,
Exchange Tower, London, E14 9SR.
Telephone 0800 023 4567 or 0300 123 9123

Following our complaint procedure does not affect your legal rights.