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Complaints procedure

Complaints Handling Procedure

Ensuring problems are handled fairly and efficiently

At, we strive to deliver a high level of service and ensure that our customers never have cause to complain. However, werealise that sometimes things don’t go according to plan, and where this results in any kind of complaint, we need to ensure we have the rightprocedures in place to be able to put things right quickly and amicably.

What counts as a complaint

A complaint is any contact from, or on behalf of a customer or potential customer who is not satisfied with any part of our service.

What happens after you have made a complaint

We will try to resolve your complaint as quickly and as simply as possible. We will give you an explanation and an apology for any problems wehave caused, and take action to put things right.

How to make a complaint

Contact us by phone, email or letter using the details shown at the bottom of the page. We will try to deal with your complaint straightaway, butan initial response will be given within 24 hours. We may call you back or write to you depending on the best way to resolve your complaint. Ourcomplaints manager will investigate the complaint so that it is dealt with fairly and promptly. A full clear reply will be given as soon as possibleand no later than 8 weeks after receiving your complaint.

Complaints that can be resolved within 3 days

If the complaint can be resolved to your satisfaction within 3 business days we will send you a Summary Resolution Communication. This isa written communication which

Refers to the fact that you have made a complaint and that we now consider that the complaint has been resolved to your satisfaction

If you subsequently decide that you are dissatisfied with the resolution you can refer the complaint back to us for further consideration or to theFinancial Ombudsman Service.

Financial Ombudsman Service

We will cooperate fully with the Ombudsman in any complaints made against us and agree to be bound by any awards made by theOmbudsman. The firm agrees to pay promptly any fees levied by the Ombudsman. The Financial Ombudsman Service, Exchange Tower,London, E14 9SR, Telephone 0800 023 4567 (free for most people from a fixed line), 0300 123 9123 (cheaper for those using a mobile), or 0207694 0500 (if calling from abroad). Email Website

Final Response

This will set out the firm’s decision and the reason for it. If any compensation is offered a clear method of calculation will be shown. We willinclude details of the Financial Ombudsman Service in the final response if the activity is regulated and explain that the complainant must referthe matter to the Ombudsman within 6 months of the date of the letter or the right to use the service is lost.


Balgores Leasing are a member of the BVRLA (British Vehicle Rental and Leasing Association). The BVRLA operate a conciliation servicewhich will review unresolved complaints between its members and their customers. If you are unhappy with the final response provided byBalgores Leasing, you may refer your complaint to the BVRLA for their consideration. They are independent and their service is free to you. Youcan find out more about them by visting

Details should be submitted to the BVRLA in writing to: The Director General. BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD

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