Back to Home

  1. Home
  2. Complaints Policy

Complaints Policy

Last updated: 20th September 2024

Complaints Handling Procedure

It is the aim of LetsLease Car Leasomg 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: hello@letslease.co.uk Telephone: 0118 304 5889 Or write to us at: LetsLease Car Leasing, 5A Fairfield Road, Chesterfield, Derbyshire, S40 4TR

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 respond to your compalint within 5 working days in a suitable format. We will keep you informed of the progress of our investigations and provide our response in writing with details of our findings and any actions undertaken within 30 days. In the unlikely event we are unable to resolve your complaint, we will provide a final response within an 8 week period.  You will then have the option to contact the BVRLA Conciliation service or the Financial Ombudsman Service. We are happy to provide these details on request.

If you are not satisfied with our resolution of your complaint, you can go through BVRLA conciliation. Please find link - https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaints-form.html

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: hello@letslease.co.uk Telephone: 0118 304 5889 Or write to us at: LetsLease Car Leasing, 5A Fairfield Road, Chesterfield, Derbyshire, S40 4TR