Complaints procedure

Complaints Handling Procedure

It is important to Perrys Leasing that we provide a very high level of service to every customer. But where a customer feels they have a cause to raise a complaint, it is also important to us to resolve the matter fairly, in an acceptable time frame and to the complete satisfaction of the customer.

The following procedure explains how we deal with any complaints and also advises what you can do if you feel your complaint hasn’t been resolved to your satisfaction.

Advising of a complaint:

To advise Perrys Leasing a complaint you can contact us by email or by post. Our complaints contact details are:
 Post: FAO Team Leader, Perrys Leasing, Perrys Motor Sales, Sherwood Avenue, Sherwood Oaks Business Park, Mansfield, Nottinghamshire NG18 4GF
Email: perrysleasing@perrys.co.uk

Processing on receipt of a complaint:

We will acknowledge receipt of the complaint within 3 working days by email. This will indicate that the team leader is investigating the complaint and that a response will be received shortly. We may contact the customer for further clarification on any point within the complaint. We will then investigate with all departments involved including third parties. Perrys Leasing will then discuss with the customer our findings and our proposed resolution. We will detail our resolution to you within 10 working days but no later than 8 weeks as required by the FCA.

We aim to resolve all our customer complaints internally.

Closing a complaint:

We will consider a complaint closed when we have made our final response to you. If the complaint is resolved to your satisfaction, we will send you a summary resolution communication, being a written communication confirming this matter.

If a customer is not happy with our decision:

If the customer is not satisfied with the outcome and if they have a regulated consumer credit contract arranged by us, they may be eligible to refer the matter to the Financial Ombudsman or to the BVRLA Conciliation Service.

FCA Complaints Rules:

• Complaints are required to be made by an eligible complainant (individuals and small businesses)
• The complaint to relate to the provision of or failure to provide a financial service or redress determination
• The complainant must allege they have suffered or may suffer, financial loss, material distress or material inconvenience.

If you have any questions relating to the complaints procedure please find out contact details on the contact page of our website