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Complaints procedure

Complaints Handling Procedure

It is the aim of 1st Car 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 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.

Our customer service team aims to resolve your complaint straight away and you will receive an acknowledgment within 5 working days on receipt of your complaint.

The FCA (Financial Conduct Authority) complaint handling rules allows us up to 8 weeks (from receipt date of your complaint) to resolve your concerns. However, we will always try to provide you with a final response sooner.

To register a complaint contact us by either:
calling us on 01904 55 75 44
or write to us at The Engine Works, Fermetol Trading Estate, Leeman Road, York, YO26 4XD

British Vehicle Rental and Leasing Association (BVRLA)

The BVRLA is the governing trade body for all companies who engage with rental of cars and commercial vehicles as well as leasing. Autohorn Fleet Services Ltd (Membership No: 1919) is a member of this organisation which entitles its customers to use their free conciliation services.

The BVRLA will act as the independent adjudicator and will assist with your complaint. The BVRLA is best placed to provide arbitration about fair wear and tear guidelines, damage to your vehicle and end of contract charges.

Please note, the BVRLA will only be able to consider your complaint after the customer has first fully exhausted the member's own internal complaints procedure and received their final decision or if ithas been more than 8 weeks since you made your complaint.

The complaint must be submitted in writing and a complaint form completed giving the BVRLA authority to act on the complainant’s behalf.

If you would like to invoke the BVRLA’s conciliation service please complete and return the complaint form(which can be obtained from the BVRLA), giving them authority to act on your behalf.

Please send to:
Fax: 01494 434499
Conciliation Service
BVRLARiver Lodge
Badminton Court

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.

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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