The steps we take to handle complaints
Our Commitment to You
Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a complaint:
It is the aim of Key2Lease to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients. To register a complaint contact us;
What happens if your complaint cannot be resolved right away in the organisation?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. Once received, your complaint will be investigated and dealt with in the following way:
By Day 7
We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.
By Day 28
Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By Day 56
In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response.
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority.
You can find out more about the service by contacting:
Telephone: 0300 1239123
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR