THE latest set of figures concerning customer complaints about vehicle leasing shows that there are very few issues with leasing brokers, despite the sector facing numerous challenges.

Figures from the Financial Ombudsman Service (FOS), revealed during the BVRLA Leasing Broker Conference, show that the vehicle leasing, rental, and hiring market has one of the lowest levels of customer complaints in the consumer credit sector.

But the majority of complaints within this market were not directed at leasing brokers. Issues tended to be around the condition of the vehicle and delays that are industry-wide, and outside the influence of leasing brokers.

The positive news from the FOS – established by Parliament in 2001 to resolve complaints – reinforces the hard work that many brokers have put in, attempting to mitigate the challenges presented by Covid-19 issues such as changes in working practice, and manufacturing and delivery delays.

The BVRLA’s figures show that, of the 57 complaints dealt with in 2021 YTD, only 20% were upheld in favour of the complainant. The majority saw the leasing broker vindicated in working practice, and seen as having worked to reasonable outcomes.

The condition of the vehicle made up the largest share of complaints at 39%, with customer service accounting for 36% – including communication issues, delivery delays, and customer satisfaction. Other complaints included charges and/or cancellation (19%), damage (5%), and additional cover (2%). There were no serious Code of Conduct breaches.

“During a difficult period for the sector it’s good to see that our sector has such a low level of complaints,” said Paul Parkinson, CEO and founder of Synergy Car Leasing, and chair of the BVRLA Leasing Broker Committee – pictured above presenting at the broker conference.

“The presentation from Sarah Conway of the FOS was very much a case of ‘nothing to see here’.”

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