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Complaints procedure

Complaints Handling Procedure

It is the aim of Simple 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 about any aspect of our service then we would like to hear from you.

If you have a complaint:

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 enquiries@simpleleasing.co.uk
calling us on 033 011 33399
or write to us at Pennoak Farm, Hammersley Lane, Penn, Buckinghamshire, HP10 8HG

Our Decision:

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 or to the BVRLA Conciliation Service.

Financial Ombudsman Service

You must refer your complaint within six months of our final response. When we send you our final response, we will also provide you with contact details for the Financial Ombudsman Service.

BVRLA Conciliation Service

As a member of the BVRLA (British Vehicle, Rental and Leasing Association), we as leasing brokers must adhere to their mandatory Code of Conduct.

This ensures that the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information and a complaint resolution service. All broker members are audited or inspected to BVRLA standards.

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.

Unresolved disputes may be referred to the BVRLA. The service operates by reviewing the evidence from both parties to determine whether there has been a breach of the relevant Code of Conduct. To determine whether you are in a position to raise a complaint against a member follow the link below on their website: https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

If you have any questions in relation to our Complaints Handling Procedure, please contact us using the above details or details on the contact page of our website.

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