Libra Leasing Complaints Procedure

Here at Libra we always aim to provide the best possible service to our clients, but we accept that on occasion there may be something that doesn’t fully meet your expectations.  To ensure that you have a clear method of raising any concerns or complaints with us, we have provided our complaints procedure which will help us to deal with your feedback as quickly as possible to bring about a successful conclusion.

Who to contact if you are dissatisfied with us?

In the event we fall short of your expectations, please contact peter.nolan@libraleasing.co.uk in the first instance.  By putting your complaint in writing, we commit to providing an initial response within seven business days from receipt of your complaint.  You can also send a postal complaint to:

Complaints Dept
Libra Leasing Ltd
16 Lynwood Avenue
Lowton
Warrington
WA3 1HJ

You are also able to raise your complaint by calling 07557036298, which will put you directly in touch with Peter Nolan, our compliance manager.

What will we do?

On receiving your complaint, we will do the following:

  • Consider the content of your complaint
  • Gather any evidence required to support your comments
  • Present it to the Directors who will assess your complaint and make a judgement
  • Respond to you within seven business days with a full breakdown of our findings, and our decision

What if you are still unhappy?

If you remain unsatisfied either with the outcome of the complaint or the time it has taken to provide you with a response, or if eight weeks have passed between the date of your complaint and a response is yet to be received, you can contact the Financial Ombudsman Service.  You must contact the Financial Ombudsman Service within six months of your original complaint.  You can contact them by using any of the details below: