Complaints Procedure

Complaints Procedure

Vizion Leasing
Complaints Procedure

At Vizion Leasing, we are committed to delivering outstanding customer service. While we always strive to exceed your expectations, we understand that sometimes things can go wrong. When that happens, we’re here to listen and resolve issues quickly, fairly, and transparently. This document outlines our complaints procedure and our dedication to maintaining a positive customer experience.

If You Have a Complaint

We take all complaints seriously and aim to resolve them promptly and to your satisfaction. You can reach us through any of the following methods:

  • Telephone: 020 33221905

  • Email: info@vizionleasing.co.uk

  • In Writing:
    Vizion Leasing
    Office 109 Phase 1,
    Howard Road,
    Stanmore Business and Innovation Centre,
    HA7 1BT

What Happens Next

Our goal is to handle every complaint fairly and efficiently. To help us carry out a full and impartial investigation, please provide the following details:

  • Your full name, address, and contact number

  • Vehicle registration, order reference, or account number (if applicable)

  • A clear description of your complaint

  • What outcome you’re seeking

  • Any supporting documents or correspondence

In many cases, complaints can be resolved over the phone. If your issue involves a third party (e.g., a finance provider), we may need to pass it on to them and will notify you in writing when we do.

Keeping You Informed

We aim to resolve most complaints within 28 days. If your case is more complex and requires additional time, we’ll keep you updated regularly. If your complaint remains unresolved after eight weeks, we will explain the reasons for the delay and let you know what to expect next.

Final Response

Where possible, we’ll provide our decision over the phone. However, if we have not resolved your complaint by the end of the next business day, we will also send you a Final Response Letter outlining:

  • The outcome of our investigation

  • The reasons for our decision

  • Information about what you can do next

Financial Ombudsman Service

If you’re not satisfied with our Final Response or if eight weeks have passed since your complaint was submitted, you may escalate your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free and independent service designed to help resolve disputes between consumers and financial firms. You have six months from the date of our Final Response (or from eight weeks after your initial complaint) to contact them.

Contact Details for the Financial Ombudsman Service:

info@vizionleasing.co.uk

0203 322 1905