At Optima Vehicle Leasing, we take all complaints seriously.
This Complaints Procedure explains how you can raise a concern regarding our car and van leasing services in the UK, and how we investigate and resolve complaints fairly, transparently, and efficiently.
Optima Vehicle Leasing is a trading name of Fourteen Automotive Ltd, authorised and regulated by the Financial Conduct Authority (FCA).
We are committed to delivering a high standard of service to every customer. If something goes wrong, we aim to resolve the matter as quickly as possible and to your satisfaction.
This procedure outlines how complaints are handled and what options are available if you are dissatisfied with our response.
If you have a complaint about any aspect of our service, we would like to hear from you.
You can contact us using the details below:
📧 Email: [email protected]
📞 Telephone: 01372 642349
📍 Address:
The Long Barn, Cobham Park Road,
Cobham, Surrey, KT11 3NE
Complaints may be made verbally or in writing.
To help us investigate your complaint efficiently, please provide:
Your full name and contact details
Details of your lease agreement (if applicable)
A clear description of your complaint
Copies of any relevant documents
What outcome you would like us to consider
We will acknowledge your complaint promptly, usually within one working day of receipt.
Your complaint will be investigated fairly and objectively. We will:
Review relevant documentation
Consider all available evidence
Contact you if we require further information
Keep you updated on progress
We aim to resolve complaints as quickly as possible.
If we are unable to provide a final response within five working days, we will continue our investigation and provide regular updates.
We will issue a final written response as soon as possible and no later than eight weeks from the date we receive your complaint.
If the investigation is complex and requires additional time, we will keep you informed of progress throughout.
Certain complaints fall under the FCA’s DISP rules and are classified as “eligible complaints.” These complaints:
Are made by or on behalf of an eligible complainant
Relate to a regulated activity
Involve alleged financial loss, material distress, or material inconvenience
Where applicable, our handling will comply fully with FCA requirements.
Our final response will:
Clearly explain our decision
Set out the reasons for our decision
Confirm any compensation or redress offered (if applicable)
Explain how any compensation has been calculated
For eligible complaints relating to regulated activities, our final response will also confirm:
Your right to refer the complaint to the Financial Ombudsman Service within six months
Whether we consent to waive any relevant time limits
If your complaint is resolved to your satisfaction within three business days, we will send you a Summary Resolution Communication.
This will:
Confirm that your complaint has been resolved
Explain that you may refer the complaint back to us if you remain dissatisfied
Provide details of the Financial Ombudsman Service
Confirm any relevant time limits
A complaint is considered closed when we issue our final response or Summary Resolution Communication.
This does not affect your right to refer the matter to the Financial Ombudsman Service where applicable.
Optima Vehicle Leasing is a member of the British Vehicle Rental and Leasing Association (BVRLA).
The BVRLA requires members to adhere to a mandatory Code of Conduct covering:
Fair terms and conditions
Transparent information
Professional standards
Complaint resolution procedures
If you are dissatisfied with our response, you may also refer the matter to the BVRLA’s Conciliation Service.
If your complaint relates to a regulated agreement and you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service.
You must do so within six months of the date of our final response letter.
We will provide full Financial Ombudsman Service details in our final response correspondence.
If you have any questions regarding this Complaints Procedure, please contact us using the details below:
📧 [email protected]
📞 01372 642349
📍 The Long Barn, Cobham Park Road, Cobham, Surrey, KT11 3NE