Zest Leasing
Zest Leasing

0333 3660202

Monday to Friday 9.00am to 6.00pm

Saturday 10.00 to 4.00pm

Zest Leasing Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of Zest Leasing 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, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: complaints@zestleasing.co.uk Telephone: 0333 3660202
Or write to us at: Pinetree Centre, Durham Road, Birtley, Durham, DH3 2TD

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

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 with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

BVRLA Conciliation Service

As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by Zest Leasing. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Details can be found on the BVRLA website - https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties. Any information requested from Zest Leasing will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are 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 (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us by telephone, email or in writing Email: support@zestleasing.co.uk Telephone: 0333 3660202 Or write to us at: Pinetree Centre, Durham Road, Birtley, Durham, DH3 2TD

Zestleasing.co.uk is a trading style of Zest Vehicle Leasing Ltd, who are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 920621

Registered in England & Wales with company number : 12116601 | Data Protection No : ZA587581 | VAT No : 338696451

Registered Office : Pinetree Business Centre, Durham Road, Birtley, Durham, United Kingdom, DH3 2TD

Disclaimer: All vehicle images and descriptions are for illustration and reference purposes only, all vehicle leases are subject to credit approval and subject to change at any time. E&OE.

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