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Car4Leasing – Complaints Procedure


If you feel that you need to raise a complaint for whatever reason we will take your complaint seriously, investigate it and come up with an outcome that we hope you are happy with. This document will take you through our complaints procedure, what you would need to do should you wish to complain and what happens should you not find the resolution you were hoping for

How to complain

To be able to investigate your complain fully we will need you to tell us about the complaint. There are currently three ways you can complain

You can write to us at:
2 Hitchin Road
SG16 6BB

You can call us:
Telephone: 01462 817457

You can emails us:


Useful Information to assist us in any complaint

The more information you provide us the easier it will be to facilitate an investigation into the complaint

Please privde us with
Your name and contact details
Your quote, proposal or order number (If Applicable)
Please let us know the details of the complaint including and supporting information you have
Please advise your expectations as a result of the complaint
And any other information you feel relevant at the time

Complaints Process

Once we have received your complaint the following process will happen

Within 3 days of receiving your complaint you will receive a written acknowledgement. This will include details of who is looking into your complaint and they may request additional information to clarify any of the points if necessary.

You will receive updates and in turn our findings in regard to the complaint

We typically send a final response to you within 10 days and no later than 8 weeks after submitting the complaint (time frames do vary dependent on the nature of the complaint). What to do if you are not happy with our decision

Once we have given you our final response we will consider the matter closed. However you can still refer the complaint to the Financial ombudsman service. Details below

You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

If you require any further information or clarification please call us on 01462 817457

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