We want happy Customers! Putting you first is at the heart of our company’s culture and the key to our reputation and success. We aim to give you a trouble free and great level of service and whilst we’ll always do our very best to achieve this, we know that sometimes things go wrong. If this happens, we want to do everything that we can to put this right and to prevent it happening again. That’s why we take every complaint very seriously and will deal with any issue quickly, effectively and in a positive manner.
What to do if you’re not happy
Please let us know as soon as possible, so that can get straight on to it. The quickest way to do this is by
Calling: 0151 329 2032
Or you can drop us a line at: Plan (NW) Limited trading as Lease Your Car, Box Studios, 17 Boundary Street, Liverpool, L5 9UB
Alternatively, as we’re a partner of Jurni you can reach out to them by
Calling: 03330 918 560
What happens next? – The short version
We want happy Customers so we’ll do our very best to try and resolve the issue by the end of the next working day. If we can’t, we’ll ask the Customer Happiness team at Jurni Limited send you a formal acknowledgement within 5 days and they’ll start looking in to the problem for you. They may need to ask you some questions to help their investigation and we’d ask that you respond to them promptly. If your dissatisfaction is about a third party, for example it’s about your vehicle or finance provider, we’ll need to forward it to them. If it’s about our service, you’ll get a written response from the Customer Happiness team within 8 weeks of your initial contact with us, with information about their investigation and their decision as to whether they are upholding or rejecting your complaint. This is called a ‘Final Response Letter’. If you’re still not happy, you may be able to ask the Financial Ombudsman Service or the BVRLA to review your complaint. Information about this is in the long version below.
What happens next? – The long version
We’re authorised and regulated by the Financial Conduct Authority (FCA) and whilst we’re an independent business we operate as an Appointed Representative of Jurni Limited who are our Principal Firm. We adhere to the FCA’s complaint handling rules and whilst their rules apply to consumers, it’s our policy to treat all complainants the same.
Dissatisfaction with your vehicle, finance provider or other third party
If you’re not happy with your vehicle, your finance provider or another third party, this should be taken up with them directly. We’ll either let you have information about how to reach them or we’ll forward your complaint to them on your behalf. We’ll let you know by sending you what’s known as a ‘Forward Letter’.
Dissatisfaction with us
We record our complaints on a Complaints Register and we’ll always try to establish the root cause so that we can make any necessary changes to prevent this happening again. We want happy Customers so we’ll do our very best to try and resolve the issue by the end of the next working day.
If we can make you happy within 3 days
If we can make you happy by resolving the issue within 3 days, we’ll contact you in the same way as you’ve contacted us or by another way if that suits you better. We’ll also send you, usually by email or in the post if that’s what you’d prefer, what’s known as a ‘Summary Resolution Communication’. This will contain information about how we’ve resolved your complaint to your satisfaction and will let you know that if you change your mind about the resolution that you may be able to refer the complaint back to us for further consideration or alternatively, if you’re a consumer, refer the complaint to the Financial Ombudsman Service and provide you with their details.
If we need a little longer than 3 days
If we think we’ll need a little longer than 3 days, we’ll pass the information about your complaint to the Customer Happiness team at Jurni Limited and they’ll write to you within 5 days usually by email, to let you know that they’ve received your complaint and provide you with a copy of our Complaints Handling Procedure. They’ll let you know who is looking into your complaint and as part of their investigation, they’ll speak to anyone who you’ve had dealings with, listen to phone calls and review emails, review notes and documents on our systems and they may also ask you for some more information. You can be assured that all evidence is reviewed carefully, fairly and with an open mind!
If the investigation takes longer than 4 weeks to complete, Jurni’s Customer Happiness team will contact you to let you know how their investigation is progressing and they’ll try to give you an idea of when this will be completed. They’ll let you have their findings within 8 weeks and this will either be an ‘Offer Letter’ or a ‘Final Response Letter’ depending on the circumstances of your complaint.
When Jurni’s Customer Happiness team have finished their investigation, they’ll write to you on our behalf with their findings. They’ll give you as much information as they can from the investigation to support their decision and whilst they won’t always agree with a complaint, by being transparent, you’ll be able to see how and why they’ve reached their decision. They’ll also let you know what you can do if you don’t agree with their decision. This is also explained below.
If following the investigation Jurni’s Customer Happiness team agree with your complaint and think that we need to offer you some redress, they’ll send you an ‘Offer Letter’. This will give you information from their investigation and if they’re offering monetary redress, it’ll explain how they’ve calculated this. If this makes you happy, you’ll need to accept the offer and you’ll then receive a ‘Final Response Letter’ as confirmation.
We’ll consider a complaint to be closed once the ‘Final response Letter’ has been issued.
If you’re not happy with our decision
If you’re not happy with our response, you may be able to ask the Financial Ombudsman Service to look into your complaint. You must do this within 6 months of the date of our ‘Final Response Letter’. You can find out more and check if you’re an eligible complainant by looking on their website www.financial-ombudsman.org.uk or calling 0800 023 4567. If you want to make a complaint to them you should download the complaint form from their website and email it to firstname.lastname@example.org or post to The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.
Alternatively, as we’re a member of the British Vehicle Rental and Leasing Association (BVRLA), who are approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, you can refer the matter to them. They offer a prompt and free Conciliation Service for members and details of this can be found on their website at: www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service. You can get in touch with them by either emailing email@example.com or writing to British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD
We always look to improve the level of service that we provide you with and a complaint may highlight an area that we can do better. Whilst no-one likes to receive complaints, we’ll always thank you for bringing something to our attention as your happiness is what makes us happy.