If you are not satisfied with any aspect of the service you have received from Photo & General Finance Limited (trading as Photolease), we would like you to tell us your concerns.
You can contact us by e-mail, post, fax, in person or by telephone.
Upon receipt of your complaint we will do our best to resolve your complaint by the end of the next business day.
If we cannot do this, we will send you an acknowledgement of your complaint within 5 working days and let you know who is dealing with it.
We will write to you (or call you if you prefer) within two weeks to let you know what action we plan to take, and give you an estimate of the date by which we expect our investigation to be complete.
We will write to you again, no later than four weeks after receiving your complaint, to let you know the outcome of our investigations, or, if our investigation is not yet complete, when we expect to complete it.
We will issue a final response letter within eight weeks of receiving your complaint.
If you are dissatisfied with our final response, or we have not provided a final response within eight weeks of receiving your complaint you have a number of options available to you.
You can ask us for a review, or you can ask our trade association to review your complaint and the way we have handled it. You should contact either our Complaints Manager, or our Trade Association, within two weeks of receiving our final response letter. The contact details are below.
You can ask the Financial Ombudsman Service to review your complaint. You should contact the Financial Ombudsman Service within 6 months of receiving our final response letter. Even if you have asked for your complaint to be reviewed you can still contact the Financial Ombudsman Service.
We are required to make you aware of the European Commission’s Online Dispute Resolution platform (ODR) which allows you to make a complaint about online purchases through the platform. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information click here.
Ms Louise Galvin
10B Printing House Yard
Aire Valley Business Park
Dowley Gap Lane
Financial Ombudsman Service