customer complaints procedure

Avelease cares about the service we provide. But if you do have a complaint about our service, please tell us. We want to put things right, promptly and fairly and implement any improvements as to how our service can be improved.

So, if you wish to make a complaint, there are three steps you need to follow:

Step 1

Speak or write to the person that has given you the service you want to complain about. We can usually resolve your complaint straight away. If we cannot, we will tell you how long it will be before we can give you an answer.

Step 2

If you are still not happy, speak or write to one of our directors Nicholas Watts or Philip Cleminson. Our telephone number is (01379) 854551. Our lines are open from 9.00am to 5.30pm Monday to Friday. We will take the details of your complaint, and pass it to the right person who will contact you within two working days. If you want to put your complaint in writing, please address it to:

Complaints Department
52 London Road
IP20 9BZ

When we receive your complaint we will endeavour to reply to you within five working days. We will deal with your complaint promptly with the aim to resolve it within at least 15 working days. However, in some cases it may take us a little longer and if this is the case we will keep you updated by sending you a further letter, advising you of the current status of your complaint. If we fail to deal with your complaint within eight weeks of receiving it we will write to you and explain the stage we have reached and what we plan to do next and how long the process should take.

Step 3

If your complaint is not resolved by Avelease to your satisfaction, you can contact the Financial Ombudsman Service for assistance. They are entirely independent and may be able to help resolve disputes between financial institutions and their customers. Their service is free of charge to consumers and their contact details are:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

You can also contact the Financial Ombudsman Service (FOS) by phone.

0800 023 4567 – Calls are normally free from a “fixed line” phone and charges may apply if you call from a mobile.

0300 123 9123 – Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

From outside the UK call on +44 20 7964 0500