Complaints Procedure

We’re committed to providing excellent service at all times. If something goes wrong, we want to hear about it and put things right as quickly as possible.

How to Contact Us

Complaints Officer: Jordan Smith
Telephone: 0113 8730845
Address: 8 Grosvenor Street, Cardiff, Wales, CF5 1NH
Email: info@prestigevehicleleasing.co.uk

Our Approach

Every complaint matters. Whether it’s verbal or written, we take all concerns seriously. We aim to resolve complaints fairly, promptly, and to your satisfaction.

Once received, your complaint will be handled by our Complaints Officer or a senior member of the team. We will:

  • Acknowledge your complaint promptly

  • Clarify any unclear points

  • Carry out a fair and thorough investigation

  • Communicate our findings clearly and professionally

If Your Complaint Involves Another Party

If your concern relates to a product provider (such as a finance company or dealership), we will confirm this in writing and refer the complaint to the relevant party on your behalf.

Informal Resolution – Within 3 Business Days

If we can resolve your complaint within 3 business days and you agree with the outcome, we will send a Summary Resolution Communication confirming:

  • Your complaint has been resolved to your satisfaction

  • You have the right to refer it to the Financial Ombudsman Service (FOS) if you later become dissatisfied

Formal Complaints – Beyond 3 Business Days

If we cannot resolve your complaint informally, we will follow our full complaints procedure:

  • Send you a written acknowledgement within 5 business days

  • Conduct a thorough investigation

  • Provide a Final Response within 8 weeks, setting out our findings and any proposed resolution or redress

  • Include your right to refer the matter to the Financial Ombudsman Service if you’re not satisfied

If we are unable to issue a final response within 8 weeks, we will write to explain the delay and remind you of your right to contact FOS.

Closing a Complaint

We consider a complaint closed when:

  • You confirm you’re satisfied with our response, or

  • We have not heard back from you within 4 weeks of issuing our final response

Financial Ombudsman Service (FOS)

If you're not satisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service within 6 months.
Eligible complainants include:

  • Consumers

  • Microenterprises (EU definition)

  • Small businesses (if the issue occurred after 1 April 2019)

  • Charities with income < £6.5m

  • Trustees with assets < £5m

  • Guarantors

FOS Contact Details:


Address: Exchange Tower, London, E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org
Website: www.financial-ombudsman.org