Car Leasing and Van Leasing Specialists UK

tel: 0131 524 9445

email: sales@individualfs.com

Individual Fleet Solutions Limited Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of Individual Fleet Solutions Limited 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: sales@individualfs.com Telephone: 0131 524 9445
Or write to us at: 7/9 North St David Street, Edinburgh, EH2 1AW

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:

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 telephone, email or in writing Email: sales@individualfs.com Telephone: 0131 524 9445 Or write to us at: 7/9 North St David Street, Edinburgh, EH2 1AW






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Contact us

Email : sales@individualfs.com

Telephone : 0131 524 9445

Company Address :
Individual Fleet Solutions Limited
7/9 North St David Street
Edinburgh
EH2 1AW

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Individual Fleet Solutions Limited are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 728474

Registered in England & Wales with company number : 07659818 | Data Protection No : Z3004942 | VAT No : 114789495

Registered Office : Colman House, 121 Livery Street, Birmingham, B3 1RS

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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