Equipment Leasing Solutions – Complaints handling procedure

It is the aim of ELS 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 customers.

This complaints handling 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 email, telephone or in writing. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately, however, sometimes this may not be possible, so please allow up to five days. All complaints are logged onto our internal database system and you will be given a unique reference number. We will carry out a full and impartial investigation of the issues you raise. We hold information on the nature of the complaint, our actions to resolve it and the recommendations we make. Our Compliance Officer will write to you, either by email or by post, with the outcome. We hope that the response will be satisfactory and we can then close off the complaint. If this is not possible, a WestWon director will review the case to see if any further action can be taken.

Registering a complaint

  • Phone:  01162 964648

  • Post:  6 Harcourt Way, Meridian Business Village, Leicester, Leicestershire. LE19 1WP

Not satisfied with our response?

If you have a regulated agreement with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. If you are not Satisfied with our Response we will refer the matter to the FCA 8 weeks from the initial complaint (if no final response has been received) or if the final response has been received and you (the customer) is not satisfied. The service is free of charge and they can be contacted via their website, www.financial-ombudsman.org.uk/consumer/complaints. This does not affect your statutory rights.

© 2018 Equipment Leasing Solutions Limited
ELS is a trading name of Equipment Leasing Solutions Limited. The Financial Conduct Authority (FCA) regulates financial services in the UK and you can check this on the Consumer Credit Register by visiting the FCA’s website here or by contacting the FCA on 0800 111 6768. 
Equipment Leasing Solutions Limited Is a credit broker and not a lender. ELS deals with a range of lenders. ELS hold a current Data Protection Licence and are registered for VAT. These details, together with our policy on Treating Customers Fairly, Complaints Policy and address details are held under our Corporate Information page. 
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