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Complaints Procedure

Purpose

For informal or formal complaints about :-

  • the delivery and quality of services received pre and post-delivery of a vehicle
  • the delivery of a vehicle or
  • any other matters relating Applied Leasing Ltd Customer Service


This procedure can be used for any complaint.

How To Make A Complaint

Stage 1 The complaint is considered first by the sales representative (unless of course, the complaint relates to that individual), majority of complaints can be resolved amicably by talking informally with the Sales Executive most involved with the issue, at the earliest opportunity. Please Phone 01952 403636.

Stage 2 In the unlikely event that your informal complaint is not resolved by your sales representative you may request to speak to the Sales Manager.

Stage 3 If you have been unable to resolve matters informally, you should initiate a FORMAL complaint. You will be required to complete a complaints form, this can be obtained by telephoning the Administration department on 01952 403636 option 2 or write a letter/email and send it to the Administration Department – Applied Leasing Ltd, Suite 4-07, Grosvenor House, Central Park, Telford, Shropshire, TF2 9TW. email: admin@appliedleasing.co.uk.
To help us process your complaint please provide the following information:
1.  Your Name and Address
2.  Full details of your complaint
3.  Any steps you have already taken to try and resolve your complaint
4.  How you would like us to make it right
You should keep copies of all information submitted for your records

The Next Step

We will endeavour to acknowledge your formal complaint within 5 working days of receipt and a full written response within 28 days. If this is not possible we will keep you informed of our progress.If your complaint is still unresolved to your satisfaction you can Appeal in writing to:

The Managing Director, Applied Leasing Ltd, 4-07 Grosvenor House, Central Park, Telford. TF2 9TW

Or to the BVRLA who regulate the Leasing Industry. Details should be submitted by email to: complaint@bvrla.co.uk. If the customer does not have access to email, details can be sent by post to: BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD. Or Fax: 01494 434499

Or if you are a Consumer Credit Customer you also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to you.You can ring them on 0800 023 4567 or email:complaint.info@financial-ombudsman.org.uk or write to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR. In Confidence.












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