We're proud of our reputation for delivering great service. However, we recognise that occasionally things can go wrong and we believe it's important for your peace of mind that a clear procedure is in place for the occasions when it’s needed.

If you want to raise a complaint

Please tell us as soon as possible by clicking the 'Raise a Complaint' tab above or calling our team on 0800 051 6242. We’ll need your contact details, vehicle registration number and any relevant information that will help us understand the issue.

It’s important to us that we fully understand your issue

If we can resolve complaints quickly we will. However, sometimes a bit more work is required to help us understand the issue before we can fix it, so in these cases we will write or email within 5 days from when you first told us to confirm:

The nature of your complaint so we can check we understood it correctly
Your unique case reference number
The name and contact information of the person who will be working to resolve your complaint

We will carefully investigate your complaint

It's important to us that we fully investigate your complaint and do this thoroughly. This can take time and we may need further information, so we will keep you fully informed with progress throughout. In a small number of cases it can take more than 8 weeks to gather all the information we need, so if this happens, we will contact you to ask for more time.

We will contact you to propose a solution

We prefer to discuss proposed solutions by phone if possible, but if not we’ll write to you and try to come to an agreement. If our investigations and these discussions take 8 weeks we will send you a final response, or ask for more time.

Escalating your complaint

We aim to resolve all complaints fairly. However, if you’re unhappy with our final response or we've taken over 8 weeks to resolve your complaint you have the right to escalate this.

If you're a consumer, micro-enterprise, small charity or a small trust you can refer your complaint within 6 months to the Financial Ombudsman Service as an eligible complainant. To check if you're eligible to use this service and for more information about this process please visit: www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Alternatively, you can escalate your complaint within 6 months to the British Vehicle Rental and Leasing Association (BVRLA). For details about the BVRLA conciliation service please visit https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

Salutation (Mr, Mrs, Ms, etc.)

First Name *

Surname *

Company Name *

Telephone *

Email *

Registration Number

Nature of complaint

Submit

Complaints Code

LeasePlan would like to advise you that telephone calls may be recorded to confirm your instructions and for monitoring and training purposes. Please note that LeasePlan does not charge for calls made to any of our 0844 telephone numbers. The only charge for this call will be your phone company’s access charge.

Terms and Conditions | Complaints Code

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165 Bath Road, Slough, Berkshire, SL1 4AA