Complaints Policy & Procedure

Vans Northwest Ltd t/a Leasing Pro

1. About Us

Vans Northwest Ltd trading as Leasing Pro (“the Company”, “we”, “us”, or “our”) is authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit activities (Firm Reference Number: 648909).

We are a member of the British Vehicle Rental and Leasing Association (BVRLA) and comply with the BVRLA Code of Conduct.

We act as a credit broker and not a lender.

2. Purpose

The purpose of this policy is to ensure that all complaints are:

• Recognised and logged appropriately
• Investigated fairly, consistently, and promptly
• Resolved in line with FCA and BVRLA requirements
• Used to improve customer outcomes, products, and services

This policy aligns with:

• The FCA Dispute Resolution (DISP) rules
• FCA Principle 12 – Consumer Duty, ensuring fair value, appropriate support, and good outcomes for all customers

3. Scope

This policy applies to:

• All employees, directors, and representatives
• All complaints received from customers or their authorised representatives
• Complaints relating to credit broking, leasing services, or associated customer service

4. Definition of a Complaint

A complaint is defined as:

“Any expression of dissatisfaction, whether oral or written, and whether justified or not, about the provision of, or failure to provide, a service.”

All staff must remain alert to this definition and escalate any such expression promptly.

5. Receiving and Recording Complaints

5.1 How complaints may be received

Complaints may be made:

• By telephone
• By email
• In writing
• In person

5.2 Recording complaints

• All complaints must be recorded promptly on the Complaints Register
• Records must include:
• Customer details
• Nature of the complaint
• Date received
• Actions taken
• Outcome and redress (if applicable)
• Notes of conversations must be accurate and proportionate
• All records must comply with data protection requirements

6. Complaints Resolved Within 3 Business Days

Where a complaint is resolved to the customer’s satisfaction within 3 business days of receipt, we will:

• Record the complaint in the Complaints Register
• Issue a Summary Resolution Communication confirming the outcome
• Advise the customer of their right to refer the matter to the Financial Ombudsman Service if they remain dissatisfied

7. Acknowledging Complaints

• All complaints not resolved within 3 business days will be acknowledged within 5 working days
• The acknowledgement will include:
• A summary of the complaint
• The name of the person handling the complaint
• Confirmation that the complaint is being investigated

8. Investigation

8.1 Responsibility

Overall responsibility for complaints handling sits with the Head of Business (or a nominated delegate).

8.2 Investigation process

• Complaints will be investigated by an individual who is:
• Competent
• Impartial
• Not directly involved in the matter where possible
• All relevant evidence will be reviewed
• Findings will be documented clearly
• The Complaints Register will be updated throughout

9. Customer Communication During Investigation

• If a complaint is not resolved within 4 weeks, a holding response will be issued
• This will include:
• An update on progress
• An explanation for the delay
• Confirmation of the customer’s right to refer the complaint to the Financial Ombudsman Service after 8 weeks

10. Final Response

A Final Response will be issued within 8 weeks of receipt of the complaint.

The Final Response will:

• Confirm whether the complaint is upheld or rejected
• Provide a clear explanation of the findings
• Explain any redress or remedial action offered
• Include details of the customer’s right to refer the complaint to the Financial Ombudsman Service

11. Redress

Where appropriate, fair and reasonable redress may include:

• A written apology
• A goodwill gesture
• Financial compensation
• Corrective action (for example, rectifying an error or unwinding an agreement where appropriate)

All redress decisions will reflect the individual circumstances of the complaint and aim to deliver a fair customer outcome.

12. Vulnerable Customers

We recognise that some customers may be vulnerable or require additional support.

We will:

• Train staff to identify indicators of vulnerability
• Adapt communication methods and timescales where needed
• Allow extra time for decision‑making where appropriate
• Handle all cases with empathy, patience, and care

Any identified vulnerability will be recorded appropriately and considered throughout the complaints process.

13. Complaints and Consumer Duty

Complaints are a key tool for monitoring customer outcomes.

We use complaints data to:

• Identify trends, root causes, and recurring issues
• Assess whether customers are receiving fair value
• Identify and mitigate potential customer harm
• Improve systems, controls, and processes

14. Escalation Options

Financial Ombudsman Service (FOS)

If a customer remains dissatisfied after receiving a Final Response, they may refer their complaint to:

Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

BVRLA Conciliation Service

As a BVRLA member, we also inform customers of the BVRLA Conciliation Service for disputes relating to vehicle leasing or rental.

British Vehicle Rental and Leasing Association (BVRLA)
Website: www.bvrla.co.uk

Customers should normally complete our internal complaints process before contacting the BVRLA.

15. Closing a Complaint

A complaint will be considered closed when:

• A Final Response has been issued, or
• A Summary Resolution Communication has been issued for complaints resolved within 3 business days

16. Record Keeping

• Complaint records will be retained for a minimum of 6 years
• Records will include:
• Complaint details
• Investigation findings
• Correspondence
• Outcome and redress

17. Monitoring and Reporting

We will regularly review complaints data, including:

• Volume and nature of complaints
• Root causes and themes
• Resolution times
• Outcomes and redress

Findings will be reported to management and used to drive continuous improvement.

18. Training and Awareness

• All staff will receive complaints‑handling training
• Staff must understand how to identify and escalate complaints
• Refresher training will be provided as required

Policy Approval

Approved by: Lester Freakley
Position: Head of Business

Last Reviewed: March 2026

Version: 2

This procedure will be reviewed annually or sooner if regulatory or operational changes occur.