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Complaints procedure

Complaints Handling Procedure

It is the aim of Smarter Leasing Limited to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take. We will always provide a final response to your complain within 8 weeks of your complaint being received.

To register a complaint contact us by either:
calling us on 020 8958 0123
or write to us at 3 The Promenade, Edgwarebury Lane, Edgware, Middlesex, HA8 7LB

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

The Financial Ombudsman Service provides free service along with a mechanism for resolving disputes which is a simple, informal and accessible alternative to the courts.

Their address is:
The Financial Ombudsman Service (FOS),
Exchange Tower
London E14 9SR
Tel: 0800 023 4567 (free)

You may also refer your complaint to the BVRLA conciliation service by completing their complaint form and submitting it via email to or via post to

River Lodge
Badminton Court
AmershamHP7 0DD
Tel: 01494 545711
Fax: 01494 434499

Our membership number is 9973

Further details of the BVRLA compaints process can be found here.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.


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