Our Complaints Policy


Customer Satisfaction:

We are committed to providing a top quality service for our customers, suppliers, funders and other business associates. However we appreciate that you might encounter frustrations within parts of the leasing process and at times our partners and / or ourselves might make an error that negatively impacts your experience. As a team we really want to take ownership and learn from these issue to improve our business and to turn around your experience into a more positive one. Because of this approach and also our regulatory obligations we aim to respond positively and quickly to all complaints.


We recognise that many concerns may be raised informally by our customers e.g. over the phone and without stating that this issue is formally a complaint. These concerns can often be resolved immediately without a formal response in writing. To help customers understand our process we want to share our definition of an informal complaint as one that is in relation to a product or service that isn't provided by Gateway2Lease. For example where a vehicle gets delayed due to quality control checks. Another reason why we would deem a complaint as informal is where the complaint does not fall under the jurisdiction of the Financial Ombudsman Service.

In respect of informal complaints our approach is to:-

  • Resolve informal concerns in a satisfactory and timely manner.
  • Keep matters low-key with empowered, knowledgeable staff to deal with the issue at first hand.
  • Enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved but if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

To make an informal complaint please click here.

We define a formal complaint as one where an eligible complainant expresses dissatisfaction towards a product or service provided by Gateway2Lease. These complaints also should fall under the financial ombudsman service jurisdiction.

In respect of formal complaints our approach is to:-

  • Provide clear instruction on our complaints procedure via our customer facing website.
  • Ensuring making a complaint is as easy as possible.
  • Treat each complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.
  • Deal with all complaints promptly, politely and when appropriate, confidentially.
  • Respond in the right way - for example, with an explanation, an apology and if appropriate a financial contribution to ensure the customer is not out of pocket due to error.
  • Review each complaint and learn from them, use them to improve our service, and review annually our complaints policy and procedures.

Complainants responsibility

  • Lodge their complaint, in writing, either through the online facility at the bottom of this page, by e-mail or by letter to Gateway2Lease. Alternatively we can also take complaints over the phone.
  • Explain the issue as clearly and as fully as possible, including details of any prior communication or actions taken to date.
  • To be aware that Gateway2Lease may need to do a full review to enable us to respond appropriately.

To make a formal complaint via this website, please click here.


Formal complaints - what are the steps and timescales?


The complaint is received by Gateway2Lease via our web form below, in writing, via email or via the telephone. Letters should be written for the attention of the Complaints Manager and our contact details are here.
You can expect your complaint to be acknowledged immediately when using our online facility, or within 5 working days from the complaint investigator at Gateway2Lease. If the complaint handler is able to send a final response within 5 working days you will just receive the final response letter. It is our aim at Gateway2Lease to acknowledge your complaint as soon as possible.

If the final response is accepted by the complainant then please jump to step 5.
If you have received an acknowledgement from us, the complaint investigator will resolve your complaint fully within four weeks or alternatively send a holding response if we have been unable to produce a final response within this timescale.

If the final response is accepted by the complainant then please jump to step 5.
If you have received a holding response from us, the complaint investigator will aim to resolve your complaint fully within eight weeks or alternatively send a further holding response.

If the full resolution response has been issued by Gateway2Lease and this is accepted by the complainant then please jump to step 5.
At this stage the complainant has two options available. If the complaint is regarding an issue that is under the jurisdiction of the financial ombudsman service (FOS) then the complainant can write to the FOS and have them investigate the complaint on an indepenant basis. We will clasify your complaint write at the beginning of the complaint process and will be to give you details of eligibility and also the process regarding the FOS.

Where complaints fall outside of the FOS jurisdiction the complainant also has the option to get in touch with the BVRLA (trade body for rental and leasing). The BVRLA offer a conciliation service and as Gateway2Lease are an accredited member you have access to ask for an independant review.

In order to use this service details of the complaint should be submitted in writing or by email to:

Chief Executive
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

Email: complaint@bvrla.co.uk

  Submit Your Complaint Online


If you would like to make a complaint about the service you have received from G2L then please fill out the form below. A designated complaint handler will be in touch with you regarding your complaint in line with our procedure noted above.

Please note fields marked with * are required.