Customer Information Sheet:

Complaint Handling Procedures

At Liberty Leasing Plc we strive to achieve the highest level of customer service and satisfaction at all times. However, if for whatever reason you are unhappy with any aspect of the service or financing you have received from us, we would like to hear from you. We take complaints very seriously and endeavour to resolve them as soon as possible.

This information sheet has been written to provide you, as a valued customer, important information on how to make a complaint and the procedures that we will follow in order to resolve it.



A complaint can be reported free of charge in person, by telephone (including text message), email, letter or fax to:

  1. your designated account manager;
  2. to the Head of Legal, Laura Roberts (please refer to the final section of this document for contact details); or
  3. any other member of staff.

Please ensure that when reporting the complaint you give as much detail as possible, including your name, contact details, agreement number (if applicable), what the complaint is about and what you would like the desired outcome to be.



All complaints received will be fully investigated and dealt with competently, fairly, impartially and promptly.

The individual you contact with details of your complaint will aim to resolve the complaint as soon as reasonably possible. Following FCA guidelines, complaints will be treated informally if it is possible to resolve the complaint by close of business on the third business day following its receipt.

If it is not possible to do so then the procedure outlined below will be followed:

  • We will send you a written acknowledgment within 5 working days of receiving your complaint along with a copy of this customer information sheet. If we have an idea of when it may be possible to resolve the complaint then we will let you know at this time.
  • If a complaint is going to take some time to resolve we will, at regular intervals, keep you informed of the progress in its resolution.
  • By the end of 8 weeks following receipt of the complaint we will either send you a final response or a written response:
  1. Final Response – this will be in writing and explain the assessment of the complaint and will either:
    1. Accept the complaint and, if appropriate, offer redress or remedial action;
    2. Offer redress or remedial action without accepting the complaint; or
    3. Reject the complaint with reasons. If applicable, we will enclose a copy of the Financial Ombudsman Service’s explanatory leaflet and inform you of your right, if you remain dissatisfied with our response, to refer the complaint to the Financial Ombudsman Service.


  1. Written Response – in the unlikely event that your complaint remains unresolved after eight weeks, we will write to you and explain why we are unable to make a final response and will indicate when we hope to be able to send you a final response. If applicable, we will also inform you of your right to refer the complaint to the Financial Ombudsman Service and enclose a copy of their explanatory leaflet.


We have intentionally made our complaints handling procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, we will not meet your costs.



Should you remain dissatisfied with our final or written response, you may have the right to refer the matter to the Financial Ombudsman Service which offers a free, independent service for customers to solve disputes with financial firms.

The Financial Ombudsman Service will review your complaint if it falls within the Ombudsman’s jurisdiction and if you qualify as an eligible complainant. Any referral must be made within six months of the date of our final response. With the exception of very limited circumstances, the Ombudsman will not be able to consider a complaint if you refer it more than six years after the event complained of; or (if later) three years from the date on which you became aware (or ought reasonably to have become aware) that you had cause for complaint, unless you referred the complaint to us or to the Ombudsman within that period and have a written acknowledgement or some other record of the complaint having been received.

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are set out below.



Head of Legal – Laura Roberts

Liberty Leasing Plc       Telephone: 02382 023139

Liberty House                 Fax: 02382 023149

Brook Avenue                 Email:



SO31 9HP


Financial Ombudsman Service

Exchange Tower                        Telephone: 0300 123 9 123 or 0800 023 4 567

London                            Email:

E14 9SR                          Website:

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