At TeleLease our aim is to provide the highest standard of service and it is important to us that all complaints are resolved quickly and efficiently and to the complete satisfaction of our clients.
The following procedure explains how we will deal with any complaints and what action you can take if you think your complaint has not been resolved to your satisfaction.
If you have a complaint:
We would like to hear from you if you have a complaint about any aspect of our business. In the first instance please contact the person you dealt with so they can try and resolve your complaint without delay.
We can be contacted in writing or by telephone and we will endeavour to deal with your complaint as soon we receive it. Please provide clear details of the nature and date of the issue you are complaining about so we can identify your concern and respond to you immediately.
If we are unable to resolve your complaint by the end of the next working day then we will keep you advised of the progress we are making and let you know when to expect our final response in writing. Our final response will set out our findings regarding your complaint and the action we’ve taken to resolve the matter.
To register a complaint contact us by either:
calling us on 0800 054 6194
or write to us at TeleLease Ltd, 3 Brindleyplace, Birmingham B1 2JB.
If we have arranged a regulated finance agreement and you are not satisfied with our response then you might be eligible to refer the complaint to the Financial Ombudsman Service. If you choose to take this action then you must do so within six months of our final response. An explanatory leaflet setting out the services of the Financial Ombudsman will be sent to you with our final response.
Our intention is to provide the very best levels of customer service but if for some reason we don’t meet your expectations then please do let us know.