What we will do:
We will do our best to resolve your complaint quickly and where possible within 3 business days. If we have resolved your complaint to your satisfaction within this timeframe we will send you a Summary Resolution Communication. If your complaint is more complex and we are unable to resolve it immediately we will:
- Provide a written acknowledgement of your complaint within 5 working days with the name and contact details of the member of staff investigating your complaint;
- If your complaint is still outstanding after 4 weeks, we will write to you and let you know when we will be in a position to issue our response;
- We will aim to provide you with a final response to your complaint within 8 weeks of receipt. If you are not satisfied with our final response, or 8 weeks have passed since you first raised your complaint with us, you may have the right to escalate your complaint to the Financial Ombudsman Service free of charge.
Financial Ombudsman Service
The Financial Ombudsman Service can consider complaints from customers with Agreements ‘Regulated’ by the Consumer Credit Act 1974. Your Agreement should be ‘Regulated’ if you are a sole trader, partnership of 2 or 3 persons or an unincorporated body of persons and the value of the credit or the amount of payments is £25,000 or less.
For more information please contact:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
BNP Paribas Leasing Solutions Limited. Registered Office Address: Northern Cross, Basing View, Basingstoke, Hampshire, RG21 4HL. Registered in England No: 901225. Authorised and regulated by the Financial Conduct Authority.