Please tell us as soon as you can and provide us with your contact details, vehicle registration number and any information to help us understand the issue. To make things easier, we have provided a brief form at the bottom of this page for you to complete. Alternatively, if you would like to speak to a member of the Query Resolution Team directly, please call 0800 051 6242.
If the situation is one we can resolve quickly, we will write to or email you with a resolution or we may be able to help you over the phone. If we are unable to resolve the situation immediately we will write or email you within 5 days from when you first told us. We will confirm:
On occasions where we are unable to resolve immediately we may need more time to complete a full investigation. Where this is the case we will keep you fully informed throughout. When investigating your complaint we will always take into account what you tell us. We will reach our final decision based on this and the results of our investigation.
If possible we will contact you by phone to discuss our findings and confirm if you are happy with the outcome. Where applicable or on your request, we will write to you to detail our proposal and check if you are satisfied. If we are unable to reach a decision sooner, we will contact you at eight weeks with either a final response or a request for more time to complete our investigation. Alternatively you are able to escalate to the relevant independent bodies (details of each are displayed at the bottom of this page).
You are entitled to refer your complaint within six months to the British Vehicle Rental and Leasing Association. For advice on using the BVRLA conciliation service please go to: www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service
You may also be eligible to refer your complaint to the Financial Ombudsman Service. For further information about the Financial Ombudsman Service complaint handling process please go to: www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
You are eligible if you are an individual with a hire or credit agreement regulated by the consumer credit act with us, or you are a business with fewer than 10 employees and a turnover or annual balance sheet that does not exceed £2 million.
Automotive Leasing: www.automotive-leasing.org
LeasePlan Go: www.leaseplango.co.uk