It is the aim of Lease4Less 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.
Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity orto a member of the senior management if the complaints manager is unavailable. We will also:
acknowledge the complaint in writing promptly
give details in our acknowledgement letter of the Financial Ombudsman Service
make contact to seek clarification on any points where necessary
fully investigate the complaint
keep you informed of our progress discuss with you our findings and proposed respons
You will receive contact from us advising on progress if we cannot respond immediately. We will let youhave our final response as soon as possible and not later than eight weeks.
Email: firstname.lastname@example.org Telephone: 0161 507 8100
Or write to us at: Repeat House, Bright Road, Eccles, Manchester, Lancashire, M30 0WG
We will be the first contact if you have any complaints. However, you can also refer your complaints to theFinancial Ombudsman Service if: You have already received our final response. The complaint must be referred to the FinancialOmbudsman Service no later than 6 months after the date on which we sent you the finalresponse; or Eight weeks have lapsed since we received your complaint. However, the complaint will not beconsidered by the Financial Ombudsman Service if it is referred more than 6 years after the eventcomplained of or more than 3 years from the date on which you should have reasonably becomeaware that you had cause for complaint.
Clients often express dissatisfaction to their adviser about the product provider. We will need to establishwhether or not your complaint relates to the advice given, the adviser service or the service orperformance of the product provider. If unclear, this must not delay investigation and we will proceed withour own investigation. The complaints manager will review this matter and take the complaint to theprovider if appropriate in consultation with you.
If you are not satisfied with our resolution of your complaint:
The complaints manager will establish the nature and scope of your complaint having due regards to theFinancial Conduct Authority’s direction: Deal with complaints promptly and fairly Give complainants clear replies and, where appropriate, fair redress
It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally definedand have additional rights in law that we must acknowledge and adhere to.
Eligible complainants are those who have a potential claim against a firm based whereby it believeshe/she has suffered a financial loss due to poor advice or service that are: Private Individuals, Companies within the EU definition of a microenterprise, Charities with an income of under £1,000,000, Trustees of a trust with assets of under £1,000,000, Professional clients and eligible counterparties where the person is an individual acting forpurposes outside his trade, business, craft or profession.
The Financial Conduct Authority complaints rules apply to complaints: made by, or on behalf of an eligible complainant; relating to regulated activity; involving an allegation that the complainant has suffered, or may suffer, financial loss, materialdistress or material inconvenience; not resolved by close of business on the day following receipt; Referred directly to the Ombudsman Service which the complainant and the firm have bothconsented to the FOS investigating
This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clearmethod of calculation will be shown.We must include details of the Financial Ombudsman Service in the final response if dealing with an eligiblecomplainant and a regulated activity, we will: explain that the complainant must refer the matter to the ombudsman within six months of thedate of this letter or the right to use this service is lost
A root cause analysis will be undertaken by the firm in the case of any complaint and this will be recordedwith the appropriate action having been taken.
Where the firm has sent a final response; or where you have indicated in writing acceptance of the firm’searlier response to confirm that you are satisfied with the findings of the investigations and any resolutionWe will consider the complaint closed once we have issued to you our final response letter
If our final response is not acceptable to you then you may be able to refer this matter to the FinancialOmbudsman Service – full details regarding the Financial Ombudsman Service will be sent to you as part ofour response to your complaint, or at any other time if you ask us to do so.We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to bebound by any awards made by the Ombudsman.We undertake to implement promptly any award made in your favour by the Financial Ombudsman Service
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR (Monday to Friday –8am to 8pm and Saturday – 9am to 1pm) Email: email@example.com Website: www.financial-ombudsman.org.ukContacting the FOS by Telephone0800 023 4 567 - Calls to this number are normally free for people ringing from a "fixed line" phone – butcharges may apply if you call from a mobile phone0300 123 9 123 - Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phonetariffsThese numbers may not be available from outside the UK – so please call the Financial Ombudsman fromabroad on +44 20 7964 0500The Financial Ombudsman will be happy to phone you back, if you're worried about the cost of callingthem.