Complaints

It is the aim of Complete Leasing Limited 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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

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 providing our findings and the action to then take.

To register a complaint contact us by either:
email [email protected]
calling us on 0800 080 7042
or write to us at 3 Axis Court, Mallard Way, Swansea , SA7 0AJ

How long will it take?

If we can resolve a complaint within 3 business days, we will issue you with a summary resolution letter detailing our resolution, whilst detailing the right for every customer [with a regulated contract] to refer the complaint to the Financial Ombudsman Service if they so wish.

For every complaint received that cannot be resolved within 3 business days, we will issue you with an acknowledgement letter within 5 business days, along with a copy of our complaints procedure.

If we are still unable to resolve your complaint within a 4-week period, we will issue you with a further letter advising you of the same, keeping you up to date with the progress made in the investigation.

Whilst we will always aim to resolve your complaint in a swift and timely manner, we aim for all complaints to be resolved and closed within an 8-week period.

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. Details should be submitted to the below. Please note that we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567

Email: [email protected]

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

If you are not satisfied with our final response you may refer the complaint to the BVRLA, details should be submitted by email to: [email protected] or via post to:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
or
Fax: 01494 434499