How to make a complaint
If you have a complaint against a member company, it is advisable to make direct contact with them in the first instance in order that they can address your complaint. If, however, you have an unresolved complaint against a full member of the FLA and you wish to make use of our complaint scheme you will need to do the following:
- Check our Membership Directory to make sure that the company is a member of the Association.
- Read the information on this page carefully to ensure you understand how FLA’s conciliation scheme works.
- Download and complete a copy of the FLA Complaint Form.
The complaint form must be completed and signed by you. The form grants the FLA authority to conciliate on your behalf, and to have access to account information held by the member company which is relevant to your complaint. - Send your complaint to FLA (contact details below).
You should include:
- A letter containing the full details of your complaint. This should state the nature of the complaint, the redress you are seeking and the company name.
- A copy of your credit/lease agreement.
- Your account/agreement number.
- Copies of any supporting documentation/correspondence you have.
- Your completed consumer complaint form.
- If you are acting on behalf of an agreement holder, a signed letter of authority from the agreement holder.
Please contact FLA (details below) if you require any assistance with the process
What happens when the complaint is received by The FLA?
Once the complaint is received by the FLA we will send you an acknowledgement letter. If you do not hear from us within a week, please contact us to ensure we have received your complaint.
What is the FLA conciliation procedure?
The complaint will be referred to the Chief Executive of the company concerned and the company will be asked to comment. The company may take up to 21 days to respond to you.
The reply may be sent to you direct and a copy sent to the FLA, or they may write to us in which case we would advise you of their comments.
Once a copy of the response to your complaint has been received by the FLA, we will write to you asking whether you are satisfied with the response. If you do not respond to the letter within four weeks, it will be assumed that you are satisfied and the file will be closed.
What if the company response to my complaint is unsatisfactory?
If you are not satisfied with the response you should write in to the FLA highlighting the points that you remain dissatisfied with. You should clearly state the redress you are seeking and why. Although FLA cannot award compensation or make a decision about your complaint we will continue to work for you until a satisfactory conclusion is achieved or until we have worked through the whole procedure and there is nothing more we can do.
When the conciliation procedure is exhausted the FLA will then advise you of any course of action open to you should you wish to pursue your complaint further.
As a business, we will tell you about our commercial mediation scheme which is operated through the Chartered Institute of Arbitrators. Dowload a copy of the rules of the commercial mediation scheme or contact FLA by e-mail code@fla.org.uk
Things to note
Please check the date that you will find on the bottom of your agreement in order to determine which FLA Code of Practice applies.
The FLA does not provide legal advice under any circumstances. If you require legal advice you should contact your local Citizens Advice Bureau, Trading Standards Office or a Solicitor.
All complaints received at the FLA are logged and monitored by the Association.
We are unable to invoke the conciliation scheme where the matter has been, or is being considered by the courts or any other independent arbitration or ombudsman scheme.
Who do I address my complaint to?
Please address all complaints to:
The Compliance Manager
Finance & Leasing Association
Imperial House
15-19 Kingsway
London
WC2B 6UN
Fax: 020 7420 9600
Email: code@fla.org.uk
