Complaints Policy

Last updated: 20th September 2024

Introduction

At LetsLease Car Leasing Limited ("we," "us," or "our"), we are committed to providing the highest standard of customer service. We recognise that occasionally things can go wrong, and when this happens, we want to hear about it so we can resolve the issue and learn from the experience. This Complaints Policy explains how we handle complaints in a fair, prompt, and professional manner, in compliance with the requirements set out by the Financial Conduct Authority (FCA).

1. How to Make a Complaint

If you have a complaint regarding any aspect of our service, you can contact us through the following methods:

  • By phone: 0118 304 5889
  • By email: hello@letslease.co.uk
  • By post:
    LetsLease Car Leasing Limited
    28 Broad Street,
    Wokingham, Berkshire,
    RG40 1AB

When making a complaint, please provide:

  • Your full name and contact details.
  • A description of the issue, including any relevant dates and times.
  • Any supporting documents or correspondence.

2. Our Complaints Handling Procedure

Acknowledgement of Your Complaint:

  • We will acknowledge your complaint within 3 business days of receiving it. We will confirm that we are investigating your complaint and provide an outline of our complaints process.

Investigation and Resolution:

  • Where possible, we aim to resolve your complaint within 3 business days of receiving it. If we resolve the complaint to your satisfaction within this period, we will send you a "Summary Resolution Communication" confirming the outcome.
  • If we are unable to resolve the complaint within 3 business days, we will conduct a detailed investigation and aim to provide a final response within 8 weeks. This response will:
    • Explain the outcome of our investigation.
    • Detail any actions we will take to resolve your complaint.
    • Inform you of your rights if you are not satisfied with the resolution.

Escalating Your Complaint:

  • We will do everything we can to successfully resolve your complaint, but in the rare cases you feel our response does not satisfy your concerns, please let us know. We want to make sure we have done everything we can.
    If your complaint relates to a vehicle you have leased through us then you may be able to refer your complaint to another organisation depending on the subject matter of the complaint.
  • LetsLease Car Leasing Ltd financial promotions are approved by ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority. If ITC Compliance Limited are unable to resolve a complaint relating to a financial promotion, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. But you must do so within six months of ITC Compliance’s final response letter’s date.
    ITC can be contacted using the following details:
  • Email: complaints@itccompliance.co.uk
    By post: ITC Compliance Limited
    3-4 The Brooms,
    Monarch Court,
    Emersons Green,
    Bristol, BS16 7FH.
    Telephone: 0117 440 3700
  • If we are unable to resolve your complaint within 8 weeks, or if you are not satisfied with our final response, you may refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent body that helps resolve disputes between consumers and financial firms.

    You can contact the Financial Ombudsman Service in the following ways:

    • By phone: 0800 023 4567 (free from a landline) or 0300 123 9123 (free from most mobiles).
    • By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
    • Online: www.financial-ombudsman.org.uk.

    You must refer your complaint to the FOS within 6 months of receiving our final response.

3. Keeping You Informed

We will keep you informed throughout the process. If we cannot provide a final response within the 8-week timeframe, we will send you an update explaining why and indicating when you can expect our full response.

4. Recording Complaints

We maintain a record of all complaints, which includes:

  • The date the complaint was received.
  • The nature of the complaint.
  • How the complaint was resolved and any actions taken.

These records help us identify patterns, address any recurring issues, and improve our services.

5. Treating Customers Fairly

As part of our commitment to Treating Customers Fairly (TCF), we ensure that all complaints are handled promptly, fairly, and impartially. We use customer feedback to continuously improve our processes and services, ensuring they remain aligned with our customers’ needs.

6. Remedial Action

If your complaint highlights any issues with our products, services, or processes, we will take the necessary remedial actions to prevent the issue from recurring. This may include:

  • Enhancing staff training.
  • Updating our policies and procedures.
  • Reviewing and improving customer communications.

7. Contact Us

If you have any questions regarding this policy or wish to make a complaint, please contact us:

LetsLease Car Leasing Limited
28 Broad Street,
Wokingham, Berkshire,
RG40 1AB
Phone: 0118 304 5889
Email: hello@letslease.co.uk