LeasePlan Complaints Code

 We're proud of our reputation for delivering great service.  However, we recognise that occasionally things can go wrong and we believe it's important for your peace of mind that a clear procedure is in place for the occasions when it’s needed.

If you want to raise a complaint

Please fill out all the details in the form below so that we can look into what's gone wrong as soon as possible.

Ask Question_L COVID-19 - Our response

We want to do everything we can to look after our colleagues and your interests, so we have put in place our Business Continuity Plan in response to the coronavirus and have coordinated for our teams to work from home.

Click here to find out more about what we are doing to keep your business moving.

To raise a complaint, please fill out the form below:

Failed to submit your question, please try again.
Your question has been submitted.
Cookie settings changed.

It’s important to us that we fully understand your issue

If we can resolve complaints quickly we will. However, sometimes a bit more work is required to help us understand the issue before we can fix it, so in these cases we will write or email within five days from when you first told us to confirm:

  • The nature of your complaint so we can check we understood it correctly
  • Your unique case reference number
  • The name and contact information of the person who will be working to resolve your complaint

If you are unable to fill in the form and need additional support, please click this link, enter your registration number and give us a call on the number provided

We will carefully investigate your complaint

It’s important to us that we fully investigate your complaint and do this thoroughly.  This can take time and we may need further information, so we will keep you fully informed with progress throughout.  In a small number of cases it can take more than 8 weeks to gather all the information we need, so if this happens, we will contact you to ask for more time.

We will contact you to propose a solution

We prefer to discuss proposed solutions by phone if possible, but if not we’ll write to you and try to come to an agreement. If our investigations and these discussions take eight weeks we will send you a final response, or ask for more time.

Escalating your complaint

We aim to resolve all complaints fairly. However, if you’re unhappy with our final response or we’ve taken over eight weeks to resolve your complaint you have the right to escalate this.

If you’re a consumer, micro-enterprise, small charity or a small trust you can refer your complaint within six months to the Financial Ombudsman Service as an eligible complainant. To check if you’re eligible to use this service and for more information about this process please visit www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.

Alternatively, you can escalate your complaint within six months to the British Vehicle Rental and Leasing Association (BVRLA). For details about the BVRLA conciliation service please visit www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html.

Complaints Data

At LeasePlan we strive to deliver an excellent service to all our customers.  We recognise things can sometimes go wrong, and we encourage customer feedback to help us ensure any problems are identified quickly, resolved effectively, and our services are improved for the future.

The table below shows complaints data reported to the Financial Conduct Authority (FCA) for the 6 month period stated.  This includes the number of complaints opened, closed and the percentage upheld, or found in favour of the customer.

Firm Name: LeasePlan UK Limited

Brands/trading names covered: Network, LeasePlan Go, LeasePlan

Number of complaints opened by volume of business

Product/Service

Grouping

Insurance and pure protection Credit related

Number of

complaints opened

8 1653

Number of

complaints closed

7 1398

% closed

within 3 days

29% n/a

% closed

within 8 weeks

29% n/a
% upheld 71% 65%

Main cause

of complaints

n/a n/a

Period covered: 1st July 2020 to 31st December 2020