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Complaints Procedure

Complaints Procedure

Complaints Manager contact details

Name:                  Mr Mark Humphreys
Telephone:          01702 410 470 
Address:              91-93 Leigh Road, Leigh on Sea, Essex, SS9 1JL  


Our Procedures

Any complaints submitted, either verbally or written, to Planet Leasing Ltd (hereafter referred to as 'the company') will be referred to our complaints manager at the earliest opportunity or to a member of senior management if the complaints manager is unavailable.
The company will also:

The complainant will receive contact from Planet Leasing Ltd should the company be unable to respond immediately.
The company will let the complainant have the final response as soon as possible but no later than eight weeks from date of initial complaint.


Adviser or Provider

Clients often express dissatisfaction to their adviser about the product provider. The company will need to establish whether or not the complaint relates to the advice given, the adviser service, or the service or performance of the product provider. If unclear, this must not delay the investigation and the company will therefore proceed with its own investigation. The complaints manager will review this matter and take the complaint to the provider and, where appropriate, do so in consultation with the complainant.



The complaints manager will establish the nature and scope of the complaint showing due regard to the Financial Conduct Authority’s direction:


Eligible Complainants

It is the company’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that the company must acknowledge and to which they must adhere.


The Financial Conduct Authority complaints rules apply to complaints:


Final response

This will set out clearly the company’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

The company must include details of the Financial Ombudsman Service in the final response and, if dealing with an eligible complainant and a regulated activity, will:


Complaints Settled within 3 business days

Complaints that can be settled to the complainant's satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to the complainant's satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from the company which:

In addition to sending the complainant a 'Summary Resolution Communication', the company may also use other methods to communicate information where:


Closing a complaint

The company will consider a complaint closed when the company has made its final response to the complainant.
This does not prevent the complainant from exercising any rights they may have to refer the matter to either the BVRLA Conciliation Service, or the Financial Ombudsman Service.

BVRLA Conciliation Service:

The BVRLA Conciliation Service is a government approved Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. This Dispute Resolution Service attempts to mediate a bi-lateral compromise between the parties to negate the necessity to submit the complaint for arbitration by the Financial Ombudsman Service.

              (follow the process through on the www)


Postal address:  BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD or Fax: 01494 434499


Financial Ombudsman Service

The company will co-operate fully with the Ombudsman in resolving any complaints made against them and agree to be bound by any awards made by the Ombudsman. The company undertakes to pay promptly any fees levied by the Ombudsman. 


The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel:  0800 023 4567 (free for most people ringing from a fixed line); or
        0300 123 9123 (cheaper for those calling using a mobile); or
        +44 (0) 207 964 0500 (if calling from abroad)




I would highly recommend Planet Leasing if you are considering leasing a car. From my first conversations with Elliot who found a higher spec Audi A3 at a lower price than my previous car, to the help and assistance through the ordering and delivery process provided by Kirstie and the administration team, their customer care service was exemplary. Calls were always answered promptly and politely and each member of staff did their upmost to answer any query even if the relevant person was not available – a rare quality these days. Thank you all very much for ensuring my new car arrived on time and I will be sending my daughter hopefully very shortly when she passes her test!

Lisa Williamson, Audi A3

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YOUR FINANCE FRIEND Limited (Registered No: 12097238) t/a PLANET LEASING WORCESTERSHIRE is an Appointed Representative of PLANET LEASING LIMITED, the Principal firm.

Planet Leasing Limited is a credit broker and not a lender, and is authorised and regulated by the Financial Conduct Authority. Registered No: 688093. Planet Leasing Limited is an Appointed Representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts. You can check this on the FCA Register by visiting the or by contacting the FCA direct on 0300 500 8082.

Registered in England & Wales with company number: 06160177 | Data Protection No: Z9866952 | VAT No: 938 0368 07
Registered Office: 10, Towerfield Road, Shoeburyness, Essex, SS3 9QE


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