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Complaints procedure

Complaints Handling Procedure

It is the aim of Nationwide Vehicle 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 acknowledge your complaint within 5 working days. We will try to resolve your complaint as quickly as possible; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint within 8 weeks as per the FCA code of conduct, 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:       0330 113 1915
Write to us:    Suite 34,
                          Edwin Foden Business Centre,
                          Moss Lane,
                          CW11 3AE.


Nationwide Vehicle Leasing Ltd is a member of the BVRLA (Membership Number 7997). Unresolved complaints may be referred to the BVRLA by either the customer or ourselves, however we cannot initiate a complaint against you the customer.

You must have fully exhausted our internal complaints procedure and received our final decision on your complaint before referring your complaint to the BVRLA.

The complaint must be submitted in writing and a complaint form completed giving the BVRLA authority to act on the complainant’s behalf.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. This information may include documentation, photos, videos, audio, and transcripts of calls. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days. The Conciliation Service will investigate potential breaches of the Codes of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matter that relate to disputes arising from the activities of BVRLA members.

You can contact the BVRLA’s conciliation service using the below contact details;

Fax:             01494 434499
Postal:        Conciliation Service
                     River Lodge
                     Badminton Court
                    HP7 0DD

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response, you may be 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.

You may also contact the Financial Ombudsman using the below contact details;

Call:           0800 0234567
Postal:       Financial Ombudsman Service
                   Exchange Tower
                   Harbour Exchange
                   E14 9SR

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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