Our Customers are extremely important to us and whilst we aim to provide a trouble free and excellent level of service, we know that sometimes things go wrong. If you have cause to complain, we take any complaint very seriously and promise to deal with it promptly, effectively and in a positive manner.
We will endeavour to resolve any complaint as quickly as possible and it may be possible to resolve any minor issue informally by initially contacting your Account Manager.
Should you have cause to raise a formal complaint for any reason related to the service we have given you in providing information or supplying your vehicle then the following process will be adhered to:
How to make a complaint
You may notify us of your complaint by phone, by email or by writing to us: Maxi-Lease Ltd, The Mansion House, Wrest Park, Bedfordshire, MK45 4HR. Telephone 01582 690262
A complaint may be made to any member of staff of Maxi-Lease Ltd who will record the following details on our Customer Complaint Record:
- Name, Address, Telephone No. and Email Address (if appropriate) of the complainant
- Date of complaint
- Details of the complaint
Complaints Manager contact details
Name: Paul Mayhew Managing Director
Telephone: 01582 690262
Address: Maxi-Lease Ltd, The Mansion House, Wrest Park, Bedfordshire, MK45 4HR
E-mail: [email protected]
Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also
- Acknowledge the complaint in writing promptly
- Give details in our acknowledgement letter of the Financial Ombudsman Service
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- Keep you informed of our progress
- Discuss with you our findings and proposed response
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
Definition of a complaint
The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
The Financial Conduct Authority complaints rules apply to complaints:
- Made by, or on behalf of an eligible complainant;
- Relating to regulated activity;
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;
It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
Adviser or Provider
Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider, if appropriate, in consultation with you.
The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
- Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress
Complaints Settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.
Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:
(1) Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
(2) We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
(3) Indicates whether or not we consent to waive the relevant time limits, (where we have discretion in such matters)
(4) Provide the website address of the Financial Ombudsman Service; and
(5) Refer to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:
(1) We consider that doing so may better meet your needs; or
(2) We have already been using another method to communicate about the complaint.
This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:
- Explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost
- Indicate whether or not we consent to waive the relevant time limits.
Closing a complaint
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
If no agreement can be reached, we may refer your complaint to the BVRLA's Conciliation Service and will provide you with information regarding this process. You can follow the link below to find out more on this service.
BVRLA, Badminton Court, Church Street, Amersham, HP7 0DD
You will also be given details of the Financial
Ombudsman Service ('FOS') who you can refer your complaint to if you wish to.
Financial Ombudsman Service
We will co-operate fully with the Financial Ombudsman Service in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm 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 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: [email protected]