Complaints Handling Procedure

It is the aim of Milease UK Ltd T/A Milease to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: sales@milease.uk Telephone: 0333 006 3887
Or write to us at: Office 14 Lancashire Enterprise Business Park, Centurion Way, Leyland, England, PR26 6TY

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

Your full name and contact information
Full details of your complaint
Your lease agreement details
Details of what you would like us to do to put things right
Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. We will seek to resolve any complaints received as quickly as possible with a view to reaching
agreement with the complainant within 3 business days of receipt and keep you up to date on the progress.

If you are not satisfied with our resolution of your complaint:

BVRLA Conciliation Service

We are members of the BVRLA, our membership number is 10175. Any unresolved disputes may be referred to the BVRLA. The BVRLA will aim to resolve the matter using the information and evidence presented by both parties to the dispute. Any information from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aim to resolve complaints through the Conciliation Service within 30 days

Contact details: Address: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD Email: complaint@bvrla.co.uk

Website: http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. 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 Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

Complaints Handling Procedure