莲花直播

At 莲花直播 Leasey, exceeding expectations is our standard. We prioritise our customers and strive to provide the best possible service. To ensure this, we are committed to being accountable and transparent in our promises.

This document outlines our complaint handling process and explains your options if you are not satisfied with the resolution.

We understand that despite our best efforts, issues can arise. When this happens, we are committed to resolving them.

We value your feedback, take complaints seriously, and use them to continuously improve your experience.

If you have a complaint about our service, please contact us by phone at 0330 822 8222 or in writing. Your complaint will be addressed promptly by the appropriate team member.

1. How to get in touch with 莲花直播 Leasey
You can contact via the below methods
Our website –  
By email to hello@carwow.co.uk 
Or you can write to us at:
The Complaints Team,
莲花直播 Leasey,
100 Berkshire Place,
Winnersh Triangle,
Reading
RG41 5RD

2. What you should expect from 莲花直播 Leasey
Any complaint verbal or written will be referred to the relevant department manager (i.e. the sales manager) and to our complaints manager.
We will then;
鈼� Acknowledge your complaint within 3 working days, and record this with our principal firm - ITC Compliance Limited.
鈼� Give details in our acknowledgement letter of the Financial Ombudsman Service
鈼� Make contact to determine any clarification needed
鈼� Fully investigate the complaint
鈼� Keep you informed of our progress
鈼� Discuss with you our findings and proposed response

3. Understanding FCA DISP Time Limit Rules:
The Financial Conduct Authority (FCA) has established specific time limit rules under its Dispute Resolution: Complaints (DISP) rules, which govern how firms should handle and respond to complaints in the financial services sector. Some key points to understand about FCA DISP time limit rules include:

The FCA requires firms to acknowledge receipt of a complaint promptly, usually within three business days.

Firms are expected to provide a substantive response to the complaint within eight weeks, known as the "eight-week rule." If a complaint cannot be resolved within this time frame, the firm must inform the complainant of their right to refer the complaint to the Financial Ombudsman Service (FOS).

Complainants have six months to refer their complaint to the FOS once they have received a final response from the firm, or if the eight-week period has elapsed without a final response.

The FCA DISP rules aim to ensure that complaints are handled efficiently and fairly, promoting transparency and accountability in the financial services industry.

4. Further Action
We will do everything we can to successfully resolve your complaint, but in the rare cases you feel our response does not satisfy your concerns, please let us know.
If your complaint relates to a vehicle you have leased through us then you may be able to refer your complaint to another organisation depending on the subject matter of the complaint.

4.1.Complaints about financial promotions
莲花直播 Leasey’s financial promotions are approved by ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority. If ITC Compliance Limited is unable to resolve a complaint relating to a financial promotion, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. But you must do so within six months of ITC Compliance’s final response letter’s date.

ITC can be contacted using the following details:
Email: complaints@itccompliance.co.uk 
By post: ITC Compliance Limited
3-4 The Brooms,
Monarch Court,
Emersons Green,
Bristol, BS16 7FH.
Telephone: 0117 440 3700

The Financial Ombudsman contact details are:
Website:  
E-mail: complaint.info@financial-ombudsman.org.uk 
Address: The Financial Ombudsman Service
Exchange Tower,
London, E14 9SR.
Telephone: 0800 023 4567 or 0300 123 9123

4.2.Complaints about end of contract vehicle assessments
If your complaint relates to the end of contract damage, rejected vehicles, or any breach of the BVRLA code, you may be entitled to refer your complaint to the BVRLA. We will provide details of this in our final response.
The British Vehicle Rental Leasing Association can be contacted by email to info@bvrla.co.uk 
Please note that if your complaint meets the Financial Ombudsman Service criteria, it must be sent to them in the first instance. The BVRLA is not a replacement service for the Financial Ombudsman Service.

4.3.Complaints about your Finance Agreement
If your complaint relates to the Terms and Conditions, the administration, or any other aspect of your lease agreement you should contact the finance provider whose details you will find in the documentation they have provided. Their complaints policy will have details about how they will handle your complaint and the options available to you if you are dissatisfied with their response.