Ensuring problems are handled fairly and efficiently

At Balgores Leasing, we strive to deliver a high level of service and ensure that our customers never have cause to complain. However, we realise that sometimes things don’t go according to plan, and where this results in any kind of complaint, we need to ensure we have the right procedures in place to be able to put things right quickly and amicably.

What counts as a complaint
A complaint is any contact from, or on behalf of a customer or potential customer who is not satisfied with any part of our service.

How to make a complaint
Contact us by phone, email or letter using the details shown at the bottom of the page.

What happens after you have made a complaint
We will try to deal with your complaint straightaway. An initial response will be given within 24 hours. We may call you back, email you or write to you. Our complaints manager will then investigate the complaint so that it is dealt with fairly and promptly.

Complaints that can be resolved within 3 days

If the complaint can be resolved to your satisfaction within 3 business days we will send you a Summary Resolution Communication. This is a written communication which refers to the fact that you have made a complaint and that we now consider that the complaint has been resolved to your satisfaction

Complaints that can’t be resolved within 3 days

We will continue to investigate the complaint. We will keep you informed of any progress and let you know if we think the complaint can be resolved within the 8 week timeframe we are given by the regulator to investigate and resolve.

Final Response

A Final response will be sent to you 8 weeks after our Initial response. This will set out the firm’s decision and the reason for it. If any compensation is offered a clear method of calculation will be shown. If we are unable to offer a resolution within 8 weeks or if you are unsatisfied with the response you have the right to refer to the Financial Ombudsman Service. We will include details of the Financial Ombudsman Service in the final response if the activity is regulated and explain that the complainant must refer the matter to the Ombudsman within 6 months of the date of the letter or the right to use the service is lost.

For complaints relating to Discretionary Commission Arrangements (DCAs) there is a pause in the requirement for a final response to be issued within 8 weeks until 25/9/24. This allows further investigation into these complaints. The timescale for referring such complaints to the Financial Ombudsman will be increased to 15 months for any complaints relating to DCAs.

Financial Ombudsman Service

We will cooperate fully with the Ombudsman in any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm agrees to pay promptly any fees levied by the Ombudsman. The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, Telephone 0800 023 4567 (free for most people from a fixed line), 0300 123 9123 (cheaper for those using a mobile), or 020 7694 0500 (if calling from abroad). Email complaint.info@financial-ombudsman.org.uk Website www.financial-ombudsman.org.uk


Balgores Leasing are a member of the BVRLA (British Vehicle Rental and Leasing Association). The BVRLA operate a conciliation service which will review unresolved complaints between its members and their customers. If you are unhappy with the final response provided by Balgores Leasing, you may refer your complaint to the BVRLA for their consideration. They are independent and their service is free to you. You can find out more about them by visiting BVRLA Complaint Eligibility

Details should be submitted to the BVRLA in writing to: The Director General. BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD

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