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Complaints procedure

Complaints Handling Procedure

It is the aim of Prestige Leasing 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.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:
calling us on 0208 4217 530
or write to us at Avondale House, 262 Uxbridge Road, Hatch End, Middlesex , HA5 4HS

We will acknowledge receipt of the complaint by customers preferred method within threeworking days

We aim to resolve all complaints as quickly as possible. If it is not possible to reach a promptconclusion, we will contact the customer with an explanation, and set out expectedtimescales by which matters should be resolved

We aim to resolve all our customer complaints internally. If, however, the customer is notsatisfied with the final outcome of our complaints procedure, they are able to contact TheFinancial Ombudsman, details can be found at:

Non-financial complaints can be directed to Trading Standards

The customer may also contact the BVRLA Conciliation Service as an approved AlternativeDispute Resolution service. Details can be found at or by contacting

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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