Making a complaint

What to do if you're unhappy with us

Help and support for making a complaint

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 your vehicle has a fault

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.

How to complain

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
Heathside Park Road
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.

  • 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 4567

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

    Website: www.financial-ombudsman.org.uk

  • 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

Further information

  • Once you’ve told us about your complaint, a dedicated member of our team will look after your case and get in touch with you. We’ll work together to investigate your concerns, gather evidence where necessary and find a solution.

  • We can resolve a lot of complaints within a few days. Sometimes, complaints can turn out to be more complicated and may take longer. In all cases, we’ll aim to resolve your complaint within eight weeks. If this isn’t possible, we’ll write to you letting you know why and what options are available to you.

  • We recommend speaking to your breakdown provider, or a local main dealership in the first instance. Because they have direct expertise, they may be able to fix the problem more quickly for you. If you aren’t satisfied with the support you’re getting from the manufacturer and their dealerships, you can always contact us to discuss your concerns.

    When dealing with a suspected faulty vehicle we’ll always need to identify and confirm the cause of the fault. Our priority will always be to get the vehicle repaired and back to you as quickly as possible. If this isn’t possible or suitable, we’ll look at alternatives. This may include accepting your rejection of the vehicle and replacing it.

  • We recommend that you speak to your main dealership first. They may be able to provide you with a courtesy car. You won’t automatically be entitled to a courtesy car whilst investigations or repairs are ongoing, and it could also depend on availability.