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). You will be an eligible DCA complainant if you used a car finance credit product prior to 28 January 2021 and a DCA was applied to your credit agreement. This includes Personal Contract Purchase, Hire Purchase and Credit Sale financial products

The FCA announced the following changes to complaint timescales **relating to DCAs

only**.,

• The 8-week final response rule has been paused until the 25 September 2024.
• The time limit for customers to refer relevant complaints to the Financial Ombudsman Service (FOS) has been extended from 6 to 15 months.

As a result, we will not be in a position to issue a final response to your DCA complaint whilst we await the outcome of the FCA’s work.

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 DCA related complaint, please click on ‘Submit Form’ at the top of this page

Please note, all other complaints not related to a DCA 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.