Making a complaint

We are committed to providing a high standard of service. If you are dissatisfied with any aspect of your experience with us, you have the right to make a complaint.

Our aim is to handle all complaints fairly, transparently, promptly and consistently, and to resolve them as quickly as possible.

  • You can make a complaint using any of the following methods:
    • Email: complaints.uk@dllgroup.com
    • Online: Complete our complaints submission form below.
    • Telephone: Call our Customer Service Team on +44 (0)1923 810016
    • Post: De Lage Landen Leasing Ltd, PO Box 430, Watford, WD18 8EZ

    You may complain yourself or authorise someone else (such as a representative) to act on your behalf.

  • Acknowledgement
    We will acknowledge your complaint within 5 working days of receipt, by email or letter.

    We will confirm:
    • that we have received your complaint, and
    • the name and contact details of the person responsible for investigating it.

    Your complaint will be handled by a suitably trained individual who was not involved in the matter you are complaining about.

    Investigation and response
    We aim to resolve complaints as quickly as possible and, where appropriate, may offer an early resolution.
    • If we are unable to resolve your complaint promptly, we will keep you informed.
    • If your complaint has not been resolved within 28 days, we will write to update you on progress and explain when you can expect a response.
    • In most cases, we will issue a final response within 8 weeks of receiving your complaint.

    Our final response will explain:
    • the outcome of our investigation,
    • our conclusions,
    • any actions we have taken or propose to take, and
    • details of any redress offered, where appropriate.

    If, in exceptional circumstances, we cannot issue a final response within 8 weeks, we will explain the reason for the delay and confirm when we expect to respond.

    Financial Ombudsman Service
    If you remain dissatisfied with our final response, or if we have not issued a final response within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
    You must refer your complaint to the FOS within 6 months of the date of our final response.

    The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers (and eligible micro, small or medium sized enterprises) and financial services firms.
    We will provide details of how to contact the FOS, including a link to their website and a copy of their standard explanatory leaflet.

    Further information is available at:
    www.financial-ombudsman.org.uk

     

  • If your complaint relates specifically to how we process personal data, please refer to our Privacy Statement on this website. It explains how to raise a data protection concern and your rights under applicable data protection law.

  • If you specifically want to register a complaint linked to the ongoing Financial Conduct Authority (“FCA”) review of motor finance commission arrangements, please click here.

Complaints submission form

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