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.

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Complaints regarding FCA Review (updated Jan 2025)

On 11 January 2024, the Financial Conduct Authority (FCA) announced that they are going to undertake a review in the Motor finance market. This is due to the high number of complaints about Discretionary Commission Arrangements (DCA).

While they carry out this review, the FCA has confirmed they are pausing the 8-week time limit to respond to DCA complaints. For complaints relating to DCA received between 17 November 2023 and 04 December 2025, the Final Response will not be issued until after 04 December 2025.

The FCAs review is being carried out on agreements that started before 28 January 2021. If your Motor Finance agreement was taken out before 28 January 2021, there may have been a DCA in place. The FCA banned all Motor finance DCA on the 28 January 2021. Therefore, if your Motor Finance agreement was taken out after this date, your agreement will not be included within the DCA complaints procedure as this type of commission arrangement was already banned.

You can find further information about the reason for the pause and for how this may affect you on the FCA website: https://www.fca.org.uk/consumers/car-finance-complaints.

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