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Legal

Complaints Procedure

How to raise a complaint and what to expect from our process

V2L Limited (trading as Vehicles 2 Lease) is committed to providing the highest level of service. However, if something goes wrong, we want to know about it and put things right. This document sets out how to make a complaint and what you can expect from us.

Last updated: October 2026

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us using one of the following methods:

  • By Phone: 0161 764 0409 (Monday to Friday, 8:30am – 5:00pm)
  • By Email: info@vehicles2lease.co.uk
  • By Post: Complaints Department, V2L Limited, Fernhill Depot, Todd Street, Bury, BL9 5BJ

Please provide as much detail as possible, including your name, contact details, the nature of your complaint, and what outcome you would like.

2. Acknowledgement

We will acknowledge your complaint promptly. You can expect:

  • Written acknowledgement within 3 business days of receiving your complaint
  • The name of the person handling your complaint
  • A copy of this complaints procedure

3. Investigation

We will investigate your complaint thoroughly and fairly. During our investigation:

  • We will review all relevant information and documentation
  • We may contact you for further details
  • We will keep you informed of our progress
  • The investigation will be handled by someone with appropriate authority to resolve the matter

4. Our Response

We aim to resolve your complaint as quickly as possible:

  • Within 3 business days: Where possible, we will resolve your complaint and send a summary resolution communication
  • Within 8 weeks: If we cannot resolve your complaint within 3 business days, we will send you a final response within 8 weeks of receiving your complaint

Our final response will include:

  • A summary of your complaint
  • The outcome of our investigation
  • Any remedial action we propose to take
  • Your right to refer the matter to the Financial Ombudsman Service if you are dissatisfied

5. If You Remain Dissatisfied

If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS provides an independent and free service for resolving disputes.

Financial Ombudsman Service

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567 (free from mobiles and landlines)
  • Email: complaint.info@financial-ombudsman.org.uk
  • Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must refer your complaint to the FOS within 6 months of receiving our final response.

6. BVRLA Conciliation Service

As a member of the British Vehicle Rental and Leasing Association (BVRLA), you may also use their free conciliation service if your complaint relates to vehicle leasing:

7. Record Keeping

In accordance with FCA requirements, we maintain records of all complaints received and the actions taken to resolve them. These records are retained for a minimum of 3 years from the date of the complaint.

8. Contact Us

If you have any questions about our complaints procedure, please contact us:

  • Email: info@vehicles2lease.co.uk
  • Phone: 0161 764 0409
  • Address: V2L Limited, Fernhill Depot, Todd Street, Bury, BL9 5BJ
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