Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a complaint
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated insurance or finance product purchased at an early stage. You can notify us of your complaint through the following channels.
In the first instance, please direct your complaint to:
Complaints Department
Motorlease UK Ltd
Unit 8 Redcliff Road,
Melton Enterprise Park
Melton
HU14 3RS
Or Email: hello@motorlease-uk.com
If your complaint or dissatisfaction is in relation to a regulated finance product, you can contact below:
ITC Compliance Ltd,
3 Monarch Court
Emersons Green
Bristol
BS16 7FH
Telephone: 0345 177 2266 or 0117 440 3700
Email: complaints@itccompliance.co.uk
What happens if your complaint cannot be resolved right away in the organisation?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.
Once received, your complaint will be investigated and dealt with in the following way:
1. Acknowledgement / Summary resolution (if applicable)
If we can resolve your complaint within 3 business days of our receipt of it, we will send you a summary resolution communication. This will:
2. Final response
If we cannot resolve your complaint within 3 business days, we will investigate it fully and send you a final response no later than 8 weeks (i.e., 56 calendar days) after the date we received your complaint. The final response will:
3. Time-limit rights and exceptional cases
If we are unable to give a final response within the deadline, we will contact you to explain why and provide an expected timeframe for a final reply.
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9123.
Web: www.financial-ombudsman.org.uk
BVRLA Conciliation Service
As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you may refer any unresolved disputes to them.
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.
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from the company will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.
The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.
You can log a complaint to the BVRLA via their website.
