Future Lease 4 U
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Complaints procedure

Tell us when something
has not gone right.

We want the opportunity to understand the issue, investigate it and provide a clear response.

Acknowledgement targetClear response timelineReference and status updates

How to complain

Email admin@futurelease4u.co.uk, call 01245 922 226 or write to Future Lease 4 U Ltd, 128 City Road, London, EC1V 2NX.

Please tell us that you are making a complaint and include your preferred contact method. You do not need to use a special form.

What to include

Your full name and contact detailsYour vehicle or application referenceA clear description of what happenedRelevant dates and people involvedCopies of supporting correspondenceThe outcome you are seeking

What happens after you complain

  1. Receipt and reference

    We log the complaint, assign a reference number and record the date it was received.

  2. Written acknowledgement

    We aim to acknowledge your complaint in writing within three working days. The acknowledgement will give your reference, case owner and the next expected update.

  3. Investigation

    A designated complaint handler investigates the issue with the relevant service, supplier or finance provider. We may ask you for information, and will keep you informed of any material delay.

  4. Written outcome

    We send a written response explaining the outcome, any next steps and any review or escalation route that applies.

When you should expect a response

Lease-service complaints

Target: 14 calendar days

For complaints about the service we provide directly, such as customer service, bookings, website information or our administration, we aim to send a final written response within 14 calendar days of acknowledgement. If we need longer, we will explain why, give a revised date and update you at least every 14 calendar days.

Regulated-finance complaints

Up to eight weeks where FCA rules apply

Where a complaint falls within the FCA complaints rules, the responsible FCA-regulated firm will issue a final response, or a written holding response explaining the delay and applicable escalation rights, within eight weeks of receiving the complaint. The acknowledgement will confirm the responsible firm and route for your complaint.

Lease-service, finance and supplier complaints

We will identify whether your complaint concerns a service provided directly by Future Lease 4 U, a regulated finance activity or a product or service provided by a supplier.

  • Lease-service complaints are investigated by our complaint handler with the relevant Future Lease 4 U team.
  • For a regulated-finance complaint, we will explain whether Future Lease 4 U or another FCA-regulated firm is responsible for the response.
  • If the complaint principally concerns Avalon or another supplier, we will tell you that it is being passed on, explain the reason, share only the information needed to handle it and provide the relevant contact details. We will record the hand-off against your complaint reference.

Manager review and Financial Ombudsman rights

If you are unhappy with our response, you can request an internal manager review by replying to our written response and quoting your complaint reference. Where possible, the review will be carried out by a manager who was not involved in the original investigation. We aim to confirm the review outcome within 10 working days.

A manager review does not remove any right to refer an eligible regulated-finance complaint to the Financial Ombudsman Service. If that right applies, the responsible firm's final or eight-week response will explain how to refer your complaint, including the applicable time limit. The Financial Ombudsman Service is free to use; visit financial-ombudsman.org.uk for information.

Complaint reference and status tracking

Keep your complaint reference safe and quote it whenever you contact us. You can ask for a status update by replying to our acknowledgement or emailing admin@futurelease4u.co.uk.

We will tell you whether your complaint is received, under investigation, awaiting information, with a supplier or ready for a final response, together with the next expected update date.