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19th Aug 2017 - Give our team of Leasing Consultants a call on 01442 920 920 for a tailored quote !

Our Complaints Procedure

If you feel there is a problem during the process or with our service, we would like to hear from you and we will do all we can to help.
Your views are important to us and your feedback is key to finding ways we can improve the service we offer.

If you’re not happy and need to make a complaint, here’s how:

1. You can call us on 01442 920 920 and tell us you need to make a complaint,
2. You can email us at moreinfo@leasecomparison.co.uk with the details of the complaint,
3. You can write to us or arrange an appointment to come and see us in person, our address is below:

Lease Comparison Ltd
1-3 St Albans Hill
Hemel Hempstead
Hertfordshire
HP3 9NG

Timescales

We aim to resolve all issues straight away, but some problems might be more complex and require some investigation by us before we can provide the fairest response. If we cannot resolve your issue by the end of the working day, the day after you made us aware of the situation, we will send you an email to let you know what will happen next and when you can expect to hear from us. After that, we will continue to investigate the situation and work with you to find a solution. Once our investigations are complete and we have decided on a fair response, we will send you a final response by letter.

Learning from complaints

We believe all businesses have a duty to learn from mistakes and should use the feedback they receive to adjust to the needs of their clients.

We record the details of any issues (big or small) to ensure we make leasing your new car as straight forward as possible and aim to offer the kind of useful service that can solve problems before they arise.

If you're not happy with our final response

If you feel our response has not resolved things properly, please tell us. If there have been any recent developments we may be able to investigate the situation for you again and will do so if it will help. If you have not had our final response by letter within 8 weeks of telling us about the problem, or if you do not feel our final response has addressed your complaint, you can ask the BVRLA or the Financial Ombudsman Service to review the situation.

About the BVRLA

The British Vehicle Rental and Leasing Associtation (BVRLA) is the regulatory body for our industry. Their conciliation service is free, and aims to settle any dispute within 30 days. You can email complaint@bvrla.co.uk or write to:

British Vehicle Renting and Leasing Association
River Lodge
Badminston Court
Amersham
HP7 0DD

About the Financial Ombudsman Service

The Ombudsman is a free, independent service that looks into disputes between businesses and their customers. You can contact them directly by using the link below. You have 6 months from the date of our final response letter to refer your complaint to them.

www.financial-ombudsman.org.uk

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