Complaints process

Complaints Policy

If something has gone wrong, we want to know about it so we can investigate the issue, put things right where possible, and improve our service.

Our commitment

We want to hear from you

At First Flexi Lease, we are committed to providing a high standard of service. If something goes wrong, we want to know about it so we can investigate the issue, put things right where possible, and improve our service.

First Flexi Lease is a trading name of Oak First Investments Ltd.

Get in touch

How to make a complaint

You can contact us using any of the details below. Tap any method to reach us directly.

complaints@firstflexilease.com

Telephone

01392 249250

Post

Unit 10 Mulberry Court, Lustleigh Close, Exeter, EX2 8PW

To help us resolve your complaint quickly

Please include the following:

Your name and contact details
Your agreement or vehicle details where relevant
A clear explanation of the issue
What outcome you are seeking

Next steps

What happens next

We will acknowledge your complaint promptly and investigate it fairly.

Depending on the nature of the complaint, it may be reviewed by the appropriate senior person within the business, including:

Matthew Parry

Data protection or privacy-related matters

Artur Adamik

Sales, finance-related or general service complaints

We aim to resolve complaints as quickly as possible and will keep you updated where needed.

FCA regulated

Regulated finance-related complaints

If your complaint relates to a regulated finance-related activity, we will deal with it in line with the relevant FCA complaint-handling requirements.

8-week final response

We aim to issue a final response within 8 weeks. If we are unable to do so, we will explain why and tell you what happens next.

If you remain dissatisfied with our final response, or if 8 weeks have passed and your complaint has not been resolved, you may be able to refer your complaint to the Financial Ombudsman Service, depending on eligibility.

Non-regulated matters

Rental, leasing and service complaints

If your complaint relates to a non-regulated matter such as rental, leasing, vehicle supply, delivery, servicing, maintenance coordination, charges or general customer service, we will still investigate it fully and respond fairly.

If you remain dissatisfied after we have completed our internal complaints process, you may be able to escalate the matter to the BVRLA Conciliation Service.

BVRLA Member

Membership Number: 11466

Data protection

Privacy and data protection complaints

If your complaint relates to how we collect, use, store or share your personal data, we will investigate it in line with our Privacy Policy and applicable data protection law.

If you remain unhappy with how we have handled a data protection complaint, you may also have the right to complain to the Information Commissioner's Office (ICO).

ICO Registration

Registration Number: ZA482514

Our commitment