Complaints Handling Procedure

At Day’s Leasing, we aim to deliver the highest standards of service to all our customers. If something goes wrong, we want to know about it so we can put things right quickly and fairly.

This procedure explains how we handle complaints and what you can do if you feel your concern has not been resolved to your satisfaction.

How to Make a Complaint

If you have a complaint about any aspect of our service, please contact us as soon as possible. You can reach us by:

📧 Email: enquiries@daysleasing.com
📞 Telephone: 0345 565 2075
📮 Write to:
Client Relations
Day’s Leasing
Swansea Road
Garngoch
Swansea
SA4 4LL

To help us investigate and resolve your concerns quickly, please provide:

• Your full name and contact details

• Your lease agreement details (if applicable)

• Full details of your complaint

• What outcome you are seeking

• Copies of any relevant documents or correspondence

What Happens Next

• We will always try to resolve your complaint immediately.

• If this is not possible, we will acknowledge your complaint and keep you informed of progress.

• You will receive a final written response as soon as our investigation is complete. This will explain our findings and any actions we propose to take.

• In line with FCA rules, we will issue our final response within eight weeks of receiving your complaint.

If You Are Not Satisfied

If you are unhappy with our final response, and your agreement is regulated, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

• 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 FOS explanatory leaflet.

You can find out more at: https://www.financial-ombudsman.org.uk

Or contact them directly:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
📞 0800 023 4567
📧 complaint.info@financial-ombudsman.org.uk

Feedback

We welcome feedback about our website, social media, or client processes, even when it is not a complaint. Please send any comments to enquiries@daysleasing.com.

✅ This version now:

• Explicitly mentions the eight-week FCA deadline for a final response.

• Provides direct FOS contact details (good practice).

• Structured for clarity, making it easier for customers and fully compliant with FCA complaint handling rules.

Would you like me to also draft a “Complaints Policy Summary” — a one-paragraph, plain-English version you could put at the bottom of your website pages, with a link to this full procedure? That’s becoming increasingly common under Consumer Duty.