Our network

Our Customer Service experts can be contacted to answer any questions you may have relating to your leasing agreement:

Telephone: +44 1923 810016
Email: csd.uk@dllgroup.com

Please quote your contract number in any correspondence with us to ensure a prompt response.

To send us correspondence, please use this address:
De Lage Landen Leasing Ltd
PO Box 430
Watford
WD18 8EZ

Our Commitment
We strive to deliver high levels of satisfaction to all of our customers and aim to resolve every complaint in a fair, transparent, prompt and consistent manner. We also aim to resolve all complaints ourselves, without the need for referral to the Financial Ombudsman Service. We undertake ongoing analysis on complaints and associated trends and use the outputs of this analysis to drive improvements to our service delivery standards.

How to make a complaint
To express any dissatisfaction, or to register a complaint, please e-mail our Complaints team (complaints.uk@dllgroup.com) or call our Customer Services team on +44 1923 810016.

How we respond to a complaint
Wherever possible we aim to respond to complaints by email, within 5 business days following receipt of the complaint. However, depending on the nature of the complaint, it may not be possible for us to do so.

Acknowledgement
Where further investigation is needed, we will always acknowledge receipt of your complaint, in writing, within 8 days of receipt. We will provide you with details of the DLL employee who will investigate your complaint. They will be of sufficient competence and will not have been involved in the matter which is the subject of the complaint. If you have any questions, or further information that may assist in investigating your complaint, you should contact this person using the contact details provided.

Progress Updates and Closure
Where we have not been able to resolve your complaint within 28 days of receipt, we will write to you to advise of the progress of our investigation and when we expect to be in a position to provide a response.

In all instances we will issue our final response to your complaint, in writing, within 8 weeks of receipt. This response will set out the results of our investigation, our position, any planned resolution and, or, any offer of redress, where considered appropriate.

If you are dissatisfied with the conclusion of our investigation or if you feel your complaint has not been adequately resolved, you have the right to refer your complaint to the Financial Ombudsmen Service. This must be made within 6 months of the final response that we issue to you. We will provide you with details on how this can be done together with a copy of the Financial Ombudsman Service’s standard explanatory leaflet.

The Financial Ombudsman Service is an independent organisation with a mandate to help resolve disputes between consumers and businesses providing financial services. Further information on the service can be found on the Financial Ombudsman Service website.