Our Complaints Procedure
and the process we follow…
Westfield Leasing Limited pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairly and to exceed your expectations at every level. Should the occasion arise where you feel unhappy with the service you have received from us then we want to hear from you. We aim to resolve any complaint quickly and to your satisfaction. This procedure explains how we will deal with your complaint.
What is a complaint?
Any informal or formal complaint can be made if you are unhappy with the following:-
- The delivery and quality of services received pre and post-delivery of a vehicle
- The delivery of a vehicle
- Any other matters relating to Westfield Leasing Limited
How to make a complaint
Stage 1 – We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with your Representative at Westfield Leasing on 01494 569392.
Stage 2 – If you feel the problem is still not resolved to your satisfaction, you can elect for your complaint to be escalated to the Compliance Manager at the Principal firm of Westfield Leasing Limited. The Principal firm of Westfield Leasing Limited is Leasing Options Limited. You can reach the Compliance Manager by a number of different methods; by telephone on 0161 703 8744 and specifically asking to speak to the Compliance Manager, via Email at firstname.lastname@example.org or via postal address at;
FAO: Compliance Manager
Leasing Options Limited
Manchester M28 3DG
Please ensure to express in your communication that it is for the attention of the Compliance Manager. To help us assess your complaint please provide the following information:
- Your name and contact details
- Details of your complaint
- An explanation of the steps you have already taken to try to resolve the complaint
- What would you like us to do to make it right
You should keep copies of all information submitted for your records.
What happens next?
You should expect an acknowledgement of your complaint within three working days of your complaint being submitted and a full written response within 28 days. If this is not possible we will keep you informed in writing of any update to your complaint and provide you with a further date of when you can expect to receive a final response from us.
As a business, we aim to resolve all complaints within 21 days from taking receipt of your complaint.
If you remain unsatisfied with a decision taken in respect of a complaint or appeal you may contact the BVRLA directly at www.bvrla.co.uk.
Consumer credit customers should note that in some instances due to Data Protection, we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.
Consumer credit customers also have the legal right to refer complaints to the Financial Ombudsman Service within six months from the date of the final response being provided to you. You can also refer your complaint to the Financial Ombudsman Service if you have not received a final response and it has been eight weeks or longer since your complaint was first submitted.
Details for Financial Ombudsman Service (FOS);
Complaints in writing to: The Complaints Team
Mail: Westfield Leasing Limited, 45 Main Road, Naphill, Buckinghamshire, HP14 4QD
Telephone: 01494 569392