Complaints Manager contact details
Name: Mr Mark Humphreys
Telephone: 01702 410 470
Address: 91-93 Leigh Road, Leigh on Sea, Essex, SS9 1JL
Any complaints submitted, either verbally or written, to Planet Leasing Ltd (hereafter referred to as 'the company') will be referred to our complaints manager at the earliest opportunity or to a member of senior management if the complaints manager is unavailable.
The company will also:
The complainant will receive contact from Planet Leasing Ltd should the company be unable to respond immediately.
The company will let the complainant have the final response as soon as possible but no later than eight weeks from date of initial complaint.
Adviser or Provider
Clients often express dissatisfaction to their adviser about the product provider. The company will need to establish whether or not the complaint relates to the advice given, the adviser service, or the service or performance of the product provider. If unclear, this must not delay the investigation and the company will therefore proceed with its own investigation. The complaints manager will review this matter and take the complaint to the provider and, where appropriate, do so in consultation with the complainant.
The complaints manager will establish the nature and scope of the complaint showing due regard to the Financial Conduct Authority’s direction:
It is the company’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that the company must acknowledge and to which they must adhere.
The Financial Conduct Authority complaints rules apply to complaints:
This will set out clearly the company’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
The company must include details of the Financial Ombudsman Service in the final response and, if dealing with an eligible complainant and a regulated activity, will:
Complaints Settled within 3 business days
Complaints that can be settled to the complainant's satisfaction within 3 business days can be recorded and communicated differently.
Where we consider a complaint to be resolved to the complainant's satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from the company which:
In addition to sending the complainant a 'Summary Resolution Communication', the company may also use other methods to communicate information where:
Closing a complaint
The company will consider a complaint closed when the company has made its final response to the complainant.
This does not prevent the complainant from exercising any rights they may have to refer the matter to either the BVRLA Conciliation Service, or the Financial Ombudsman Service.
BVRLA Conciliation Service:
The BVRLA Conciliation Service is a government approved Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. This Dispute Resolution Service attempts to mediate a bi-lateral compromise between the parties to negate the necessity to submit the complaint for arbitration by the Financial Ombudsman Service.
(follow the process through on the www)
Postal address: BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD or Fax: 01494 434499
Financial Ombudsman Service
The company will co-operate fully with the Ombudsman in resolving any complaints made against them and agree to be bound by any awards made by the Ombudsman. The company undertakes to pay promptly any fees levied by the Ombudsman.
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line); or
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