We understand that occasionally things can go wrong, and it’s important for your peace of mind that a clear process is in place.

To view our complaints FAQs, please click here.

Our aim is to resolve your complaint as soon as possible, however, sometimes a little more work is required before we can fix the issue, and in these cases, we’ll keep you updated throughout this period.

You may also be asked to provide more information if necessary. Please be aware that in a small number of cases, it can take more than 8 weeks to gather all the information we need, so if this happens, we’ll contact you to ask for more time.

We’ll also email you within 5 working days from when you first told us:

• The nature of your complaint, so we can check we’ve understood correctly
• Your unique case reference number
• The contact information of the team resolving your complaint

• On the 11 January 2024, the Financial Conduct Authority (FCA) announced a temporary change to the complaint-handling rules for customers affected by Discretionary Commission Arrangements (DCA) whilst they investigate the use of DCAs in car finance. On 24 September 2024, the FCA released an update on their ongoing review and issued further guidelines on how these complaints must be handled. The pause was then widened on 20 December 2024, so the FCA have now given firms until after the 4 December 2025 before they have to start responding to any type of car finance commission complaint (including DCAs). The FCA plans to issue the findings of their investigation and next steps for motor finance firms in May 2025.

The current guidelines for complaints about car finance commission arrangements are:

• The current pause to the time firms have to issue final responses is 4th December 2025. As a result, we will not be in a position to issue final responses to commission complaints until after then.

• More time is allowed to refer complaints to the Financial Ombudsman when a final response is issued. Instead of the usual 6 months, the deadline has been extended. If you are sent a final response during the following periods:
• For a complaint about a DCA, between 12 July 2023 and 20 June 2024
• For a complaint about any kind of motor finance commission (including DCAs), between 21 June 2024 and 29 January 2026

You will have until the later of 29 July 2026 or 15 months from the date the final response was sent to take the complaint to the Financial Ombudsman.

For further details about the FCA’s work and the reason for the pause to DCA complaints, please visit their website - https://www.fca.org.uk/carfinance.

If you wish to submit a motor finance commission related complaint, please click on ‘Submit Form’ at the top of this page.

Please note, all complaints not related to motor finance commission will follow the normal process and timescales as laid out by the FCA. To submit a complaint, please click on ‘Submit Form’ at the top of this page.

We prefer to discuss proposed solutions by phone if possible, but if this isn’t possible, we’ll email you. If our investigations and these discussions take 8 weeks, we’ll send you a final response, or ask for more time.

We aim to resolve all complaints fairly. However, if you’re unhappy with our final response, or if we've taken over 8 weeks to resolve your complaint, you have the right to escalate this.

If you're a consumer, small business, small charity, or a small trust, you can refer your complaint within 6 months to the Financial Ombudsman Service. To check if you're eligible to use this service, and for more information about this process, please click here.

Alternatively, you can escalate your complaint within 6 months to the British Vehicle Rental and Leasing Association (BVRLA). For details about the BVRLA conciliation service, please click here.

At Ayvens, we strive to deliver an excellent service to all our customers. We recognise that things can sometimes go wrong, and we encourage customer feedback to help us ensure any problems are identified quickly, resolved effectively, and that our services are improved for the future.

The table below shows complaints data reported to the Financial Conduct Authority (FCA) for the 6-month period stated. This includes the number of complaints opened, losed and the percentage upheld - or found in favour of the customer.

Firm Name: LeasePlan UK Limited (trading as Ayvens)

Brands/trading names covered: LeasePlan UK LTD.