Complaints Handling Procedure

It is the aim of Smart Lease The Vehicle Leasing Specialists 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 telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: Mike@smartlease.co.uk

Name: Mike Fortune

Telephone: 01604 497572

Or write to us at: F44 Moulton Park Business Centre, Redhouse Road, Northampton, NN3 6AQ

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

• Your full name and contact information
• Full details of your complaint
• Your lease agreement details
• Details of what you would like us to do to put things right
• Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

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 following 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, within 8 weeks..

If, on receipt of a complaint, we have reasonable grounds to be satisfied that someone else outside of our own business is solely or jointly responsible for the alleged failures, the complaint will be referred to that company in writing (letter/fax or email) within 5 business days of receiving the complaint. 

We will by way of Acknowledgement, inform the complainant that we have referred the complaint and give the contact details of the business they have referred it to and why. When referring a complaint we will open a complaint handling case and pass all supporting information detailing why we believe the other business is either solely or jointy responsible and ask to be kept informed until conclusion of their complaint handling process. Our aim is to resolve your complaint internally, if you have a regulated agreement and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. 

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

In all cases Smart Lease are acting as a credit broker and not a lender.

Smart Lease is authorised and regulated by the financial conduct authority.

Consumer Credit Interim Permission is 648780.

All of our car leasing contracts are based on finance contracts and as such come with a few points to note. Firstly failure to keep up to date with payments may result in a charge from the finance provider. Secondly, cancellations may result in a fee being incurred. Thirdly, Initial Payments are typically taken just after you take delivery of the car (not is all cases) and is part of the finance rental (not refundable)

Kent lease pricing is correct as of time of publication. We reserve the right to withdraw any offer, service or price without notice. Errors and omissions excepted.

Call : 01604 497572

Website URL www.smartlease.co.uk