Complaints procedure

Complaints Handling Procedure

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.

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 acknowledge receipt of the complaint (within 5 working days) and keep you informed of the progress of our investigations. We will provide our final response in writing providing our findings and the action to then take within 8 weeks.

To register a complaint contact us by either:
email info@complete-leasing.co.uk
calling us on 0800 080 7042
or write to us at First Floor , 14 Axis Court, Mallard Way, Swansea , SA7 0AJ

If you are not satisfied with our final response you may refer the complaint to the BVRLA, details should be submitted by email to: complaint@bvrla.co.uk or via post to:

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

If you have obtained a retained service 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. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

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.