Complaints Procedure | Prime Drive

Complaints Handling Procedure

Prime Drive Leasing LTD is an Appointed Representative of Limited.

At Prime Drive Leasing LTD, we are committed to providing the highest standard of service to every customer. It is important to us that all complaints are handled fairly, promptly, and resolved to your complete satisfaction.

This procedure explains how we will deal with any complaints and what you can do if you are not satisfied with the outcome.

If You Have a Complaint

If you have a complaint about any aspect of our service, we would like to hear from you. You can contact us by telephone, email, or in writing. Your complaint will be handled by the appropriate person and we will aim to resolve it as quickly as possible.

Email: info@primedriveleasing.co.uk

Telephone:

Write to:

Prime Drive Leasing LTD

To help us investigate and resolve your complaint as quickly as possible, please provide:

Your full name and contact details.

Full details of your complaint.

Your lease agreement or order details.

Details of what you would like us to do to resolve the matter.

Copies of any relevant correspondence or supporting documents.

What We Will Do

We will always try to resolve your complaint immediately. However, if this is not possible, we will acknowledge your complaint promptly and keep you informed of the progress of our investigation.

If we are unable to resolve your complaint by the end of the next business day, we will investigate the matter fully and provide you with our final written response, setting out:

Our findings.

Any action we have taken.

Our final decision.

If You Are Not Satisfied

Financial Ombudsman Service

If your complaint relates to a regulated finance agreement and you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service.

You must refer your complaint within six months of the date of our final response.

When we send our final response, we will also provide details of how to contact the Financial Ombudsman Service together with their explanatory leaflet.

For more information, visit:

https://www.financial-ombudsman.org.uk