Customer Concerns & Complaints
What to do if you have a concern or complaint about the service we have provided?
We work hard to provide a customer experience that is of a high quality. If you are unhappy with our services or products please contact us:
||LeaseMyCar, Haven House, Compass Road, Portsmouth PO6 4RP
Your complaint will be taken seriously and we will make every effort to resolve any concerns promptly and reasonably.
What do I need to provide you with?
To help us deal with your complaint as quickly as possible it would be helpful if you could provide us with the following information:
- Your full name and contact information (including daytime telephone number)
- The registration number of your vehicle
- The agreement details – photocopies if possible
- Full details of your complaint
- How you would like us to put it right for you
How will we respond?
We will acknowledgement within three business days.
We aim to provide you with an initial response within five business days. We may ask you more questions at this stage to help us address your concerns.
We will investigate your concerns and will keep you informed of progress.
What happens if we are unable to resolve your complaint straight away?
There may be occasions where we need more time to carry out an investigation and therefore would not be able to resolve your complaint straight away. If that is the case we will contact you and will explain why this is the case.
We will provide you with a final or holding response within eight weeks.
If we are unable to resolve your concern
If, at any time, you are dissatisfied with any aspect of our complaints process, you may refer your complaint to either of the following organisations.
The British Vehicle Rental & Leasing Association (BVRLA)
Inchcape Fleet Solutions is a member of the BVRLA. The BVRLA offer our customers a free, independent conciliation service for resolving disputes. If you are unhappy with our final response, you can write to the BVRLA setting out your concern. The BVRLA is approved by the Government as a consumer alternative dispute resolution body. The BVRLA aims to resolve disputes by using the information that is presented to them by each party. Based on the information provided they will provide each arty with a report of its findings and recommendations. Inchcape Fleet Solutions must comply with the BVRLA’s findings. You can use the BVRLA’s service even if your case is not eligible for the Financial Ombudsman Service.
You can find out more about the BVRLA’s service here:
||BVRLA, River Lodge, Badminton Court, Amersham HP7 0DD
The Financial Ombudsman
If you wish to pursue your complaint you may have the right within 6 months of our final response, to ask the Financial Ombudsman Service to review your case. The Financial Ombudsman Service is there to provide consumers with the free independent service for resolving disputes between consumers and businesses quickly and informally.
You can find out more about the Financial Ombudsman service here:
||The Financial Ombudsman Service, Exchange Tower, London E14 9SR
||0800 023 4567 (free from land lines and mobiles) or 0300 123 9123 (calls cost no more than to 01 and 02 numbers).
Customer Complaints Feedback
Inchcape Fleet Solutions are committed to developing strong and continuing relationships with our customers and to providing a customer service that exceeds expectations. Your customer feedback and complaints provide us with the opportunity to put right issues that have arisen for you individually but also provides us with valuable insight into your needs and experiences so we can improve and learn from our mistakes. We may therefore contact you following resolution of your complaint to ask you for feedback. You do not have to provide it to us but we would welcome the opportunity to learn from your experiences.