We take pride in the service we offer our customers and will always aim to provide you with the best possible experience. However, we understand that sometimes things can go wrong. If there’s a problem, or you’re unhappy about something, please let us know so we can help to put things right. We’ll always try to deal with your issue as quickly and efficiently as we can.

If you’re experiencing a vehicle fault, please try to speak to your main dealer in the first instance. Discussing any issues directly with them is usually the quickest way of reaching the best solution for you. We know that sometimes this isn’t possible, or that you may not be happy with the outcome. In this case, we’re here if you want to take things further.

To make a complaint you can:

• Call us on: 0800 068 4025 from 8.30am to 5.30pm, Monday to Friday, excluding bank holidays.
• Write to us at: Lex Autolease, Customer Resolution, Heathside Park, Stockport, SK3 0RB.

When contacting us, please have the following information to hand:

• Your contact details.
• Registration number or agreement number.
• Full details of your complaint.
• What you think we should do to put things right.
• Copies of any paperwork supporting your concern (please keep original copies).

Next steps – dealing with your complaint

Once we’ve received your complaint, we’ll send you a reply as soon as we can.

We’ll then follow up with any facts, provide you with regular updates and let you know our final response within eight weeks of you first telling us about your complaint.

Taking your complaint further – unhappy with the outcome

If you’re unhappy with our final response, there are other options you can consider if you’d like to take your complaint further. We’ve provided some more information about them below.

The Financial Ombudsman Service 

You may have the right to ask for an independent review of your complaint by contacting the Financial Ombudsman Service (FOS). Not all our customers are able to use the FOS, we’ll tell you if we believe you’re eligible when we make a decision about your complaint. If this is the case, you’ll need to refer your complaint within six months of the final response we send you.

This is a free, independent dispute resolution service for customers. It can deal with most personal disputes. You can find more information on the Financial Ombudsman Service website.

Reaching good outcomes for our customers is important, so we’d like to be able to resolve any problems you have with us first. The FOS will only consider your complaint once you’ve tried to resolve it with us first.

Here’s how you can contact them:

Post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4 567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

The British Vehicle Rental & Leasing Association (BVRLA)

Lex Autolease is a member of the BVRLA. As a result, the BVRLA offer all our customers a free, independent conciliation service for resolving disputes. If you’re unhappy with our final response, you can contact the BVRLA setting out your concern. The BVRLA is approved by the Government as a consumer alternative dispute resolution body. They aim to resolve disputes using the information presented by both parties. Based on the information available, they’ll provide both parties with their findings and recommendations. Members must comply with the conciliation service’s findings.

Here’s how you can contact them:

Post:

BVRLA
River Lodge
Badminton Court
Church Street
Amersham
Buckinghamshire
HP7 0DD

Phone: 01494 434747

Website: www.bvrla.co.uk