Complaints Procedure

It is the aim of Compare The Lease to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by letter, email or telephone at:

Address: 218 Bury New Road, Manchester, M8 8DY

Email: customerservice@comparethelease.net

Telephone: 0330 0586720

Your complaint will be resolved by the appropriate person in the shortest possible time. We will acknowledge receipt of the complaint by customers preferred method within 3 working days. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact the  Financial Ombudsman Service. Details can be found at:

http:www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards

The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution Service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk

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