The Personal Leasing Experts Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of The Personal Leasing Experts 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: complaints@thepersonalleasingexperts.co.uk Telephone: 01457 608343
Or write to us at: Gatehead Business Park, Block A, Delph New Road, Delph, Oldham, OL3 5DE

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.

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 either to the Financial Ombudsman or to the BVRLA Conciliation Service.

BVRLA Conciliation Service

As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by The Personal Leasing Experts. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Details can be found on the BVRLA website - https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties. Any information requested from The Personal Leasing Experts will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.

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: complaints@thepersonalleasingexperts.com Telephone: 01457 608343 Or write to us at: Gatehead Business Park, Block A, Delph New Road, Delph, Oldham, OL3 5DE