Complaints Procedure

What to do in the event of a complaint

If you are unhappy with our service and wish to make a formal complaint, you can do so in the following ways:

By telephone: - 01908 618888

By email-Sales@kardileasing.co.uk detailing your complaint

In writing:
Kardi Leasing

25 Heathfield

Stacey Bushes

Milton Keynes

MK12 6HR

What information will we need from you?

For us to resolve your complaint within our permitted guidelines (detailed below), We request that you provide the following information:

Your full name and contact details
Your vehicle registration (if applicable)
Full details of your complaint
What you would expect as a resolve to this complaint

How we will deal with your complaint

We will try and resolve your complaint at local level. However, if you wish to escalate your complaint, this complaint will be passed onto the head of the department the complaint is made too. They will respond to you within 3 business days to gain further information from you and will aim to have a resolution within 5 business days. They may need to contact you in order to gain further information.

Please note, in all cases (whether the vehicle is live or has been returned), the complaint must be made by either the account holder, or someone who has written permission to speak on the account holder’s behalf. Anyone who is not a registered person on this account we will not enter into correspondence with.

Within 5 business days we will thoroughly investigate your complaint (in line with the FCA Complaints rules) and send a Final Response to you.

Closing of complaints

After you have received and acknowledged our Final Response, we will then consider this matter closed. In closing this complaint, this does not prevent you from exercising your right to refer the matter to the Financial Ombudsman Service or the BVLRA

What to do if you are not satisfied the outcome

If you have a regulated contract (private individual) and are not satisfied by our Final Response, you can refer the matter to the Financial Ombudsman or the BVRLA

Financial Ombudsman

You must refer your complaint to the Financial Ombudsman Service within six months of our Final Response.

We will fully co-operate with any complaints made against us. You can contact the Financial Ombudsman on the below details:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

BVRLA

As a Leasing Broker and member of the British Vehicle Rental and Leasing Association (BVRLA) you may refer any unresolved disputes to them.

The BVRLA will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information the BVRLA requests from us will be sent to the BVRLA within 5 business days. The BVRLA will provide both parties with its findings and recommendations within 30 days.

You can send a complaint to the BVRLA in writing via

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD