LeasePlan Complaints Code

We understand that occasionally things can go wrong, and it’s important for your peace of mind that a clear process is in place.

Leaselan contactblock icon
If you want to raise a complaint
You can do this by clicking on the ‘submit form’ link. Or you can call us on 0345 250 0000.

Our complaints procedure

To view our complaints FAQs, please click here.

It’s important that we fully understand your issue

Our aim is to resolve your complaint as soon as possible, however, sometimes a little more work is required before we can fix the issue, and in these cases, we’ll keep you updated throughout this period.

You may also be asked to provide more information if necessary. Please be aware that 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’ll contact you to ask for more time.

We’ll also email you within 5 working days from when you first told us:

Important notice for customers with Discretionary Commission Arrangements complaints

On the 11 January 2024, the Financial Conduct Authority (FCA) announced a temporary change to the complaint-handling rules for customers affected by Discretionary Commission Arrangements (DCA). You will be an eligible DCA complainant if you used a car finance credit product prior to 28 January 2021 and a DCA was applied to your credit agreement. This includes Personal Contract Purchase, Hire Purchase and Credit Sale financial products.

The FCA announced the following changes to complaint timescales relating to DCAs only.,

As a result, we will not be in a position to issue a final response to your DCA complaint whilst we await the outcome of the FCA’s work.

For further details about the FCA’s work and the reason for the pause to DCA complaints, please visit their website - https://www.fca.org.uk/carfinance.

If you wish to submit a DCA related complaint, please click on ‘Submit Form’ at the top of this page

Please note, all other complaints not related to a DCA will follow the normal process and timescales as laid out by the FCA. To submit a complaint, please click on ‘Submit Form’ at the top of this page.

We’ll contact you to propose a solution

We prefer to discuss proposed solutions by phone if possible, but if this isn’t possible, we’ll email you. If our investigations and these discussions take 8 weeks, we’ll 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 if we've taken over 8 weeks to resolve your complaint, you have the right to escalate this.

If you're a consumer, small business, small charity, or a small trust, you can refer your complaint within 6 months to the Financial Ombudsman Service. To check if you're eligible to use this service, and for more information about this process, please click here.

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 click here.

Complaints Data

At LeasePlan, we strive to deliver an excellent service to all our customers. We recognise that things can sometimes go wrong, and we encourage customer feedback to help us ensure any problems are identified quickly, resolved effectively, and that our services are improved for the future.

The table below shows complaints data reported to the Financial Conduct Authority (FCA) for the 6-month period stated. This includes the number of complaints opened, losed and the percentage upheld - or found in favour of the customer.

Firm Name: LeasePlan UK Limited

Brands/trading names covered: LeasePlan UK LTD.

​Number of complaints opened by volume of business

Product/Service Grouping
Number of complaints opened *
Number of complaints closed
% closed within 3 days
% closed after 3 days, but within 8 weeks
% Upheld
Main cause of opened complaints
Insurance and pure protection
3
2
50%
50%
100%
N/A
Credit Related
1696
1351
N/A
N/A
62%
N/A
Period covered: 1st Jan 2024 to 30th June 2024