It is the aim of LeasEasy 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 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.
WHAT WE WILL DO IF YOU COMPLAIN
Timescales for dealing with your complaint
If you send us your complaint in writing, we will write to you within five working days to let you know we have received it.
If you inform us of your complaint by telephone or in person we will write to you within five business days of you telling us. We will confirm in this letter the details of your complaint and ask that you write back to confirm to us that these details are correct.If we cannot resolve your complaint within four weeks of receipt, we will write to update you about our investigation and to tell you when we will write to you informing you of our decision.
If we are unable to reach a decision sooner, we will contact you no later than eight weeks from the date we first received your complaint. We will then tell you what our final decision is or, if we have not been able to reach a resolution within this time we will give you details of the Financial Ombudsman Service, the FCA and the BVRLA who you can contact about your complaint.
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:
calling us on 01473 784 631
or write to us at 1 The Granaries, Tuddenham St Martin, Suffolk, IP6 9BW
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 The BVRLA Conciliation Service http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service
If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.
* All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.
T: 01473 784 631
F: 0844 357 6820
1 The Granaries
Tuddenham St Martin
Derek Ronald Rush trading as LeasEasy are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 669552
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