At West End Leasing our aim is to provide you, at all times, with a first class standard of service and the highest standards of advice. However, there may be occasions when you feel that these objectives have not been achieved. We take all complaints seriously and will deal with your concerns in the following manner;
- We will acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.
- If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the concerns arising, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.
- We will remain in contact with you to update you on the progress of your complaint
- We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then. If we have been unable to resolve the complaint within this timescale we will inform you of our position as to why we haven’t been able to make a final response at this time. We will also give you an indication when you can next expect contact from us.
- We will continue to investigate your complaint until we are in a position to send you our Final Decision Letter.
- If you are dissatisfied with the delay or do not agree with our decision you may refer your complaint to the Financial Ombudsman. A leaflet explaining your rights will be enclosed with the documentation we issue to you when we acknowledge your complaint. Financial Ombudsman Service, Exchange Quay, London, E14 9SR
- We shall deem the matter closed when our Final Decision Letter has been issued or where you have accepted our earlier response.
Complaints regarding discretionary commission agreements
Following the FCA announcement on the 11th January 2024 that it would be undertaking a review of historic discretionary commission arrangements in the motor finance market, the current 8 week deadline to respond to your complaint is currently paused.
During this pause we shall continue to investigate any complaint relating to discretionary commission but we may not respond with a final response until the Financial Conduct Authority (FCA) have concluded their investigation which is anticipated by 25th September 2024 at the earliest.
Further information regarding the investigation can be found including further information on your rights to refer the Financial Ombudsman (FOS).
To submit a complaint, contact us using the methods below: