How to make a complaint

In the event you wish to make a complaint, in the first instance please report it to your contact at Synergy Car Leasing, this could be your Account Manager or a member of our Client Services Team. This can be done by telephoning 01423 228280 or by email to [email protected] or by post by writing to Synergy Car Leasing, I2A Hornbeam Park Oval, Hornbeam Park, Harrogate HG2 8RB.

What we’ll do next

Upon receipt of your complaint we will issue an acknowledgement letter within 5 days. Our Customer Services Manager and/or Compliance Manager will then investigate the circumstances and facts of it and involve relevant Synergy Car Leasing staff members, managers and, if required, company directors.

A final response letter outlining your concerns as we see them, our investigation and our decision will be sent as soon as possible, but no later than 8 weeks. If you are happy for communication via email we will issue correspondence in this format.

We reserve the right as per the BVRLA (British Vehicle Rental & Leasing Association) complaint handling guidelines to deal with your complaint within 30 working days, however in practice would work to offer a satisfactory resolution within 7 days of receiving a complaint.

Complaints about third parties

If you have a complaint about the funder or provider of your vehicle, we will act as an intermediary if required. If it is not required we will forward your complaint onto the relevant party and advise you in writing that we have done so.

Complaints resolved within 3 working days

If the complaint can be resolved to your satisfaction within 3 working days, we will handle the documentation differently. A summary resolution communication will be sent to you and a record of your complaint will be stored in our complaint register against your customer record. Either our Client Services Director or Managing Director will be informed of your complaint and that it has been resolved to your satisfaction.

Not happy with the resolution?

  1. You may be eligible to refer your complaint to the Financial Ombudsman Service. This should be done within 6 months of the date of the final decision provided to a formal complaint. The link below provides information on what you can expect and how to access this service: You can call the Financial Ombudsman on: 0800 023 4567. To file a complaint you can download a form from their website and email it to: [email protected] or post it to: Financial Ombudsman Service, Exchange Tower, London E14 9SR. You can also fill in a complaint form on their website and submit it directly.
  2. As a member of the BVRLA we abide by their code of conduct. You may be eligible to use the BVRLA conciliation service. More information on this can be found at Details should be submitted by email to [email protected]. You can also download a form from the website. Alternatively, you can also write to: BVRLA, River Lodge, Badminton Court, Amersham HP7 0DD.