The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction. If you have a complaint about any aspect of our service then we would like to hear from you.
To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.
Our complaints contact is based at:
calling us on 01952 273273
or write to us at Athena House, Wellington Road, Donnington, Telford, TF2 8AJ
To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:
Please note: If you appoint a third party to act on behalf we cannot discuss any aspect of your contract with them until we receive your permission in writing or from your personal email address or in writing to the above address.
Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.
We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:
Customers sometimes express dissatisfaction to us about their product provider/funder. In this scenario, we will establish whether your complaint relates solely to the advice or service given by Athena Leasing or the service/performance of your funder/product provider or vehicle manufacturer. If unclear, this should not delay investigation and regardless of cause we will proceed with our own investigation. Your complaint handler will review this matter and take the complaint directly to the third party, if appropriate, in consultation with you. In cases where third parties have clearly caused the issue we will refer the matter promptly to the third party, providing you with a written explanation of why we have done so and their contact details.
The complaint handler will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
It is Athena Leasing policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
This will set out clearly the Athena Leasing decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
Where appropriate we are required to include details of the Financial Ombudsman Service together with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.
If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman or to the BVRLA Conciliation Service.
If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you may refer any unresolved disputes to them.The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution For Consumer Disputes (Competent Authorities andInformation) Regulations 2015.
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Athena Leasing Ltd will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.
You can send any complaint to the BVRLA in writing via:
Details should be submitted by email to: firstname.lastname@example.org
If you do not have access to email, details can be sent by post to:
If you have any questions relating to Athena Leasing’s Complaints handling process, please contact us on 01952 273273 or email email@example.com
* All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.
T: 01952 273273
Athena Leasing Ltd
Athena Leasing Ltd are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 744486
Registered in England & Wales with company number : 07473537 | Data Protection No : ZA101775 | VAT No :
Registered Office : Kingsland House, Stafford Court, Stafford Park 1, Telford, Shropshire, TF3 3BD
Copyright © 2018 Athena Leasing Ltd, All rights reserved.