Complaints Procedure

It is the aim of Easy 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, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: info@evleasing.co.uk

Telephone: 0141 286 1144

Or write to us at: 88 Cambuslang Road, Glasgow, G73 1BQ

What we will do if we receive a complaint from you

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 with details of our findings any actions undertaken. If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service.

This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

Address: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Email: complaint.info@financial-ombudsman.org.uk

BVRLA Conciliation Service

As we are a Leasing Broker member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to them, either by the customer or by MD Asset Finance Ltd t/a EasyLeasing.
Details should be submitted online at https://bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

If you do not have access to the internet, details can be sent by post to:

British Vehicle Rental & Leasing Association
River Lodge
Badmington Court
Amersham
HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from them should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days.

As members, we must comply with the Dispute Resolutions Service’s findings.