Complaints Procedure

Rayner Smith Finance is committed to providing a high standard of service to all customers.

If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we can investigate the matter and seek a resolution.

How To Make A Complaint

You can contact us by:

Email:
[email protected]

Telephone:
0113 887 5050

Post:
Complaints Department
Rayner Smith Finance & Leasing Ltd
Unit C2, Otley Mills
Ilkley Road
Otley
Leeds
LS21 3EE

What Happens Next

We will acknowledge your complaint promptly and begin an investigation.

We may contact you to request additional information if required.

Once our investigation is complete, we will issue our final response outlining:

• Our findings

• Any actions taken

• Any proposed resolution

Financial Ombudsman Service

If you remain dissatisfied after receiving our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free and independent dispute resolution service.

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Website:
www.financial-ombudsman.org.uk

Telephone:
0800 023 4567

Please note that eligibility rules apply and not all business customers will fall within the jurisdiction of the Financial Ombudsman Service.

BVRLA Conciliation Service

As a member of the British Vehicle Rental and Leasing Association (BVRLA), customers may also have access to the BVRLA Conciliation Service where appropriate.

Further information is available at: