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

To view our complaints FAQs, please click here.

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:

• The nature of your complaint, so we can check we’ve understood correctly
• Your unique case reference number
• The contact information of the team resolving your complaint

In January 2024 the Financial Conduct Authority (FCA) shared that they would review motor finance discretionary commission arrangements (DCAs) and how these have been handled across the motor finance industry today and in the past.

On 24 September 2024, the FCA released an update to the ongoing review and issued further guidelines. The pause was then widened on 20 December 2024, so the FCA have now given firms until after the 4 December 2025 before they have to start responding to any type of car finance commission complaint (including DCAs).

• •
  FCA intends to share their findings and next steps in May 2025. If your agreement did involve a DCA, you won’t automatically be entitled to compensation.
• •
  The complaint handling pause is still in place and the deadline for us to respond to customer complaints has been extended to after 4 December 2025. As a result, we will not be in a position to issue final responses to commission complaints until after this date.
• •
  You will have more time to refer complaints to the Financial Ombudsman when a final response is issued. Instead of the usual six months, you have until 29 July 2026, or 15 months from the date of the final response letter, whichever is later. The timelines will be confirmed in the final response letter we send you.

You can read more about the timelines on the FCA's website.

If you’re not sure whether your agreement included a DCA, or wish to make a complaint relating to motor finance commission, please submit a motor finance information request or complaint here.

Please note, all other complaints not related to motor finance commission or 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 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.

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.

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.