COMPLAINTS PROCEDURE

Our Commitment to you
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
Email: customerservice@leasemyvehicle.co.uk

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

What happens if your complaint cannot be resolved right away in the organisation?

There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. Once received, your complaint will be investigated and dealt with in the following way:

By Day 7
We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.
By Day 8
Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By Day 56
In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response.

If you are still dissatisfied
If you wish to pursue your complaint further, you have the following options;

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. You can forward your complaint to ITC Compliance Ltd by either email, in writing or by telephoning:

ITC Compliance Limited
Complaints Department,
3 Monarch Court
Emersons Green, Bristol, BS16 7FH

complaints@itccompliance.co.uk
0845 177 22 66 or 0117 440 3700

Should you remain dissatisfied, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting;

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

British Vehicle Rental and Leasing Association (BVRLA)

The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available if you are not satisfied with our final response.

Further details can be found at https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html  Alternatively, you can write to them at the address below:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

Following our complaint procedure does not affect your legal rights.