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Complaints Procedure 

Complaints Handling Procedure

At Premier Vehicle Leasing, we strive to provide a high standard of service to every client. We are committed to resolving any complaints as quickly as possible and to the satisfaction of our clients. This procedure outlines how we will manage complaints and what steps you can take if you feel your complaint has not been resolved satisfactorily.

How to Register a Complaint

If you have a complaint about any aspect of our service, we would like to hear from you. You can reach us by telephone, email, or in writing, and the appropriate person will aim to resolve your complaint as quickly as possible.

To register a complaint, please contact us by:

Information to Provide When Making a Complaint

To help us investigate and resolve your complaint as quickly as possible, please provide the following details:

  • Your full name and contact information
  • A detailed description of your complaint
  • Your lease agreement details
  • Any actions you would like us to take to resolve the matter
  • Photocopies of any relevant paperwork

What We Will Do Upon Receiving a Complaint

We will make every effort to resolve your complaint immediately. If it is not possible to do so by the end of the next business day, we will keep you informed of the progress of our investigation and provide a final response in writing, detailing our findings and any actions taken.

The investigation will be conducted by the relevant department manager, with consideration of the Financial Conduct Authority’s (FCA) direction to:

  • Handle complaints promptly and fairly
  • Provide clear responses and fair redress, where applicable

FCA Complaints Rules

Our company treats all complaints seriously; however, certain complaints are classified as "eligible complaints" under the FCA rules and have additional legal rights. These complaints:

  • Must be made by or on behalf of an eligible complainant
  • Must relate to regulated activities
  • Must involve allegations of financial loss, material distress, or material inconvenience

Final Response

Our final response will clearly outline the decision we have made, along with the reasons for it. If any compensation is offered, we will include a clear explanation of how the amount was calculated. For complaints involving regulated activities and eligible complainants, our final response will also include:

  • An explanation that the complainant must refer the matter to the Financial Ombudsman within six months of the date of the letter, or they will lose the right to use the service
  • Indication of whether we consent to waive the time limits for referring the case

Complaints Resolved Within Three Business Days

Complaints that can be resolved to your satisfaction within three business days will be handled and recorded differently. In these cases, we will send you a Summary Resolution Communication, which will:

  • Confirm that you logged a complaint and that we consider it resolved to your satisfaction
  • Inform you that you may still refer the complaint back to us or to the Financial Ombudsman if you are dissatisfied
  • Provide information on the Financial Ombudsman Service, including their website address
  • Indicate whether we consent to waive any time limits for the case

We may choose to communicate the Summary Resolution Communication in a different way if it suits your needs or if we have already been using another method to communicate with you.

Closing a Complaint

A complaint will be considered closed when we have issued our final response. However, this does not affect your right to refer the matter to the Financial Ombudsman.

The BVRLA (British Vehicle Rental and Leasing Association)

Premier Vehicle Leasing is a member of the BVRLA, an industry trade body that ensures its members adhere to a mandatory code of conduct. This code guarantees the highest standard of service, fair terms and conditions, and transparent information for customers. If you are not satisfied with the outcome of your complaint, you can refer the matter to the BVRLA’s conciliation service. More information can be found here: BVRLA Complaints Service.

Financial Ombudsman Service

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. You must do so within six months of receiving our final response. We will provide a copy of the Financial Ombudsman Service’s explanatory leaflet along with our final response. More information can be found here: Financial Ombudsman Service Leaflet.

More Questions?

If you have any further questions regarding our Complaints Handling Procedure, please feel free to contact us by: