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Complaints procedure

This is our Complaints Procedure

At Genus Leasing we focus on an extremely high level of customer service. Our ethos is to treat all customers fairly and to exceed your expectations at every level. Should the occasion arise where you feel unhappy with the service that you receive from us we would like to know. We aim to resolve any complaint quickly and to your satisfaction.

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.

What is a Complaint?

Any informal or formal complaint can be made if you are unhappy with the following:-

 - The delivery and quality of services received pre and post-delivery of a vehicle
 - The delivery of a vehicle
 - Any other matters relating to Genus Leasing

How to Make a Complaint

Stage 1 – We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with your Genus Contact on 01284 810467

Stage 2 – In the unlikely event that your initial complaint is not resolved by your Genus Contact you should contact one of the company directors.

Stage 3 If you feel the problem is still not resolved to your satisfaction, please complete our formal Complaints Form (provided upon request) and forward it with a covering letter/email addressed to The Customer Service Manager as specified in the contact section below. To help us assess your complaint please provide the following information:

 - Your name and contact details
 - Details of your complaint
 - An explanation of the steps you have already taken to try to resolve the complaint
 - What would you like us to do to make it right

You should keep copies of all information submitted for your records.

What Happens Next?

You should expect an acknowledgement of your complaint within 5 working days of submitting a completed formal Complaints Form and a full written response within 28 days. If this is not possible we will keep you informed in writing of the progress being made towards the consideration of your complaint.

We aim to resolve all complaints within 15 working days of your initial contact.

If you remain unsatisfied with a decision taken in respect of a complaint or appeal you may contact the BVRLA directly at www.bvrla.co.uk and use their conciliation service.

Details should be submitted by email to: complaint@bvrla.co.uk
Or alternatively by post to:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.

Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service.
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review. To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

The Financial Ombudsman’s details are:

The Financial Ombudsman Service
Exchange Tower
LondonE14 9SR

Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Contact Us

Complaints in writing to: The Customer Service Manager
Mail: Genus Leasing, Unit A1 Risby Business Park, Newmarket Road, Risby, Bury St Edmunds, Suffolk, IP28 6RD
Telephone: 01284 810467
Email: info@genusleasing.com

Complaints form provided upon request.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.


Genus VS Ltd trading as Genus leasing are a credit broker not a lender.

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