Terms of Business

What do I need to know about your products and services?

What service do you offer?

We are an independent credit broker, not a funder. We arrange finance with a funder on your behalf after you have agreed to the cost of the monthly rentals. We offer products from a select panel of funders, and we are not owned by or affiliated to any of our funders.

We do not provide financial advice or recommendations, but we will help you to choose the appropriate vehicle, initial payment, contract term, annual mileage and maintenance package to suit your needs.

We will search the market for a competitive price, and we quote figures based on our funders’ pricing. We will source and secure the vehicle of your choice and arrange delivery for you.

We also offer Customer Services support throughout the life of your contract hire agreement and will help with contract amendments, vehicle collection, contract extension and renewal.

What Products can you offer me?

Our service offers Personal and Business Contract Hire agreements, which are designed to provide our customers with flexibility and affordability.

Personal Contract Hire is a regulated product. Business Contract Hire is a regulated product for sole traders, small partnerships and unincorporated associations, and unregulated for all other types of businesses.

Contract Hire is a lease that allows you to drive a vehicle over an agreed period of time and mileage. This gives you cost-effective access to a vehicle and protection against the risk of an unexpected decline in the vehicle value normally associated with owning a vehicle outright.

At the end of your Contract Hire agreement, you will need to return the vehicle to the funder. There is no option to buy the vehicle. Leased vehicles cannot be used for hire and reward purposes such as taxi or chauffeur services.

While you will not own the vehicle at the end of the lease, our contracts offer a host of benefits, including lower upfront costs and fixed monthly payments. We do not offer other ownership-based products that are available through other providers, such as Hire Purchase, Contract Purchase, or Lease Purchase.

It is important that you are aware of all finance options available to you in making your decision, and that you are adequately informed on all options. For more information on Personal and Business Contract Hire options available from us, please visit the following pages of our website:

• Personal Contract Hire
• Business Contract Hire

Alternative sources of finance may be available to you (for example, from other credit brokers or funders, or through banks or internet aggregators). We recognise that it is important for our customers to be able to shop around for alternative sources of credit.

Some finance options may not be appropriate depending on your circumstances. For further information on the types of finance options available please visit the Finance and Leasing Association website or the Money Helper website.

Prior to signing an agreement, you must ensure that the additional monthly commitment is suitable and affordable to you and will not create any undue financial hardship now or in the future should there be a change in your financial circumstances. A change in circumstances may include unemployment, retirement or loss of income. Should you have a change in circumstances or become disqualified from driving for any reason, you must let us and the funder know about this at once. Always consult with your funder for full terms and conditions and contract details prior to signing an agreement.

Benefits & Risks of Contract Hire

It is important that you fully understand the benefits and the risks of vehicle leasing. When you send us an enquiry we will send you a link to a webpage explaining the benefits and risks of car leasing for you to read and keep. You can also access the information on our website: Benefits and risks of car leasing. Please take the time to read it and contact us if you have any questions.

What are my responsibilities as a customer?

In order for us to fulfil our responsibilities to you, you must:

Read the documentation provided to you, and let us know if anything is unclear or does not represent your needs and requirements.
Comply with the terms and conditions of the lease agreement we may arrange for you directly with the funder.

Do I have to have a Credit Check?

Yes, the funder who supplies the vehicle lease will conduct a credit check on you before they agree to lease you the vehicle. The funder will do the credit check with a credit reference agency. This will leave a record on your credit file and could affect your ability to get approved for credit in the future.

Before we pass your details to the funder for them do the credit check, we will check that the monthly payments are affordable for you. We do this by asking you to provide us with details of your monthly income and expenses and calculating how much money you have left at the end of the month, known as ‘disposable income’. This affordability check will not leave a footprint on your credit record.

If the first funder we approach on your behalf rejects your credit proposal, we may approach another funder for credit. We will only do this where relevant and with your permission. This may result in more than one credit search being recorded on your credit file. The funder may also ask for more information to complete the credit check.

If you do not make your payments each month this may affect your credit rating and could result in the funder repossessing the vehicle or taking action through the County Courts. This may also affect your chances of being accepted for credit in future. The funder may impose an administration penalty fee for late payment of monthly rentals.

What fees will I pay?

We charge a fee of £250 including VAT for our services. These services include:

Helping you to find a suitable vehicle that meets your needs and requirements.
Helping you to understand the contract hire product used to finance your vehicle so that it meets your needs and requirements.
Helping you to select the appropriate contract term, annual mileage and maintenance package to suit your needs.
Searching the market to find you a competitive price.
Sourcing and securing your vehicle from our network of suppliers and dealerships.
Offering our Customer Services support throughout the life of your lease.
Proactively assisting you with contract amendments, vehicle collection, contract extension or renewal.

Once your order with us has been confirmed, we will send you a link to Sage Pay for you to make the payment for our services. Please note that this link should not be used to make any payments to the funder.

If you cancel your order before entering into a regulated finance agreement with the funder or within your 14-day cooling off period, you can request a refund, minus a £5 administration fee.

Do you receive commission?

Yes, we will receive a fixed and/or variable commission which is agreed between us and the funder we introduce you to.

Intelligent Car Leasing Limited is an independent credit broker, not a funder. We work with a range of selected funders. The commission or fees we earn does not influence our decision on who we introduce you to. The commission we receive is included in the price you pay. You can ask for information about the commission we receive for introducing you to the funder, including the amount, by emailing us at any time at compliance@intelligentcarleasing.com

Delivering Good Customer Outcomes

We always aim to treat customers fairly and act to deliver good outcomes for our customers. We pride ourselves on offering the best combination of advice, products, competitive pricing and outstanding service. We endeavour to conduct our business with skill, care and integrity, be transparent, respect your confidentiality and not put ourselves in a position where our duty to you is compromised.

We put our customers’ interests at the heart of our activities. We focus on the outcomes our customers get to better enable you to access and assess relevant information, and to act to pursue your financial goals.

We will ensure we have sufficient understanding of our customers’ behaviour and how the products function to be able to show that the outcomes that would reasonably be expected are being achieved by our customers.

We will ensure that:

the product you receive meets your needs, characteristics and objectives;
the price you pay is reasonable compared to the overall benefits and the product provides fair value;
you understand the information we supply and have all the information you need to make an informed decision; and
we will not create unreasonable barriers to you accessing the support you need so that you can enjoy the features and benefits of your lease.

Where we find that good outcomes are not being achieved, we will act to address this by putting in place processes to tackle the factors that are leading to poor outcomes, and consistently and regularly challenge ourselves to ensure our actions are compatible with delivering good outcomes for our customers.

Our full Consumer Duty Policycan be found on our website.

Can I cancel my order?

If you have a regulated agreement, you can cancel your order within a cooling-off period of up to 14 days after you have signed your lease agreement with the funder (for clarity this is not 14 days after you have taken delivery of your vehicle). If on reflection and within the cancellation period you are unhappy with any part of the lease agreement, you may exercise your rights to cancel under the Consumer Credit Act.

If you cancel your order before entering into a regulated finance agreement with the funder or within your 14-day cooling off period, you can request a refund of your £250 admin fee, minus a £5 administration fee.

Full details of the cooling-off period will be included in your lease contract with the funder. You must contact us within the cooling-off period to cancel your order. If we have not heard from you on or before the expiry of your statutory cancellation period, we will assume your total satisfaction of the lease product choice and terms of agreement.

In the event that a built-to-order vehicle is cancelled prior to delivery, we may charge a cancellation fee to cover any costs that may be charged by dealers or manufacturers. Cancellation fees will be dependent on a number of factors which are outlined below:

Cancellation charge applied by the dealer.
Status of the vehicle - Is it in stock? Has it been built yet?
Vehicle extras - Are there customised interior and exterior colour options? Have any other extras been added at the request of the customer? Will the added extras affect the ability to resell the vehicle?

Cancellation charges will be calculated based on an evaluation of these points. You will then receive a full breakdown of the calculation of the cancellation charges incurred, if any.

What do I need to know when placing my order?

Understanding Your Quote

Your quote is based on our funder’s pricing and includes the commission we will receive for introducing you to the funder. Your quote is based on the vehicle specifications, initial rental, contract length, annual mileage allowance and the maintenance package you choose.

Your quote includes the cost of road tax (also known as Road Fund Licence ‘RFL’ or Vehicle Excise Duty ‘VED’). For brand new vehicles, the road tax is calculated based on the taxable list price of the vehicle (also known as the P11D). The taxable list price is the prevailing list price of the vehicle at the point of registration (not the point of order). It includes the full price of extras, delivery and VAT but excludes First Registration Fee and road tax.

This value is submitted by the supplying dealer to the DVLA when registering the vehicle, therefore it is not something that we control.

The taxable list price is not based on a discounted price, it is based on the full list price at the time of registration, regardless of any manufacturer price changes after registration.

The taxable list price on the quote is indicative as the price of the vehicle may change for tax purposes between order and delivery (even if the vehicle is price protected).

If the taxable list price changes and goes over £40,000 (Expensive Vehicle Tax threshold) between order and delivery, the cost of the road tax will also increase, and you will be charged the additional road tax costs as they were not included in the original quote.

Your quote is valid for 14 days from the date on which it was prepared, unless there are any changes in vehicle prices announced by the manufacturer or any fluctuations in the cost of funds by the funder, in which case the amount quoted may be subject to change.

Understanding Initial Rental Payment

The initial rental payment amount to be paid is decided by the payment profile you have selected and is not a deposit.

For example:

	Monthly Payment	Contract Duration	Payment Profile	Initial Rental Amount	Next Payment	Total Amount Payable
3 months upfront	£230.66 inc. VAT	36 Months	3 + 35	£691.98 (3x£230.66)	35 x £230.66	£8,765.08
6 months upfront	£213.79 inc. VAT	36 Months	6 + 35	£1,282.74 (6x£213.79)	35 x £213.79	£8,765.39

Monthly Payment shown is for illustrative purposes only.

Understanding Maintenance

All vehicles must be maintained to manufacturer standards and adhere to the specific vehicle servicing schedule. For many of the vehicle lease options offered, you have the choice to include all service and maintenance requirements. This costs extra but gives certainty on your motoring costs.

If you have chosen to include maintenance in your order, it will say ‘Lender Maintained’ next to ‘Maintenance’ on your order form. The quote will include the cost of servicing and maintenance. The monthly cost for maintenance is shown as ‘Maintenance Rental’. The funder will cover the cost of maintenance and servicing as outlined in the lease agreement, but you are still responsible for taking the car to a dealership/garage approved by the funder for repair, regular servicing in line with the manufacturer’s service intervals, MOT inspections, etc.

If you have not chosen to include maintenance in your order, it will say ‘Driver Maintained’ next to ‘Maintenance’ on the order form. There will be no monthly cost for maintenance, therefore ‘Maintenance Rental’ will show ‘N/A’. You should understand that by opting for a Driver Maintained agreement you are responsible for maintaining your vehicle and that you may incur additional costs for regular servicing, MOTs and any repairs needed throughout the duration of the agreement over and above the monthly finance rental cost.

What are the benefits of choosing Lender Maintenance?

Covers the cost of any repairs needed throughout the duration of the contract term. This includes tyres, brakes, exhausts, wipers, and batteries. This is subject to BVRLA Fair Wear and Tear Guidelines.
May include breakdown cover, roadside assistance and roadside repairs depending on the funder’s policy.
Includes servicing and MOTs.
The costs you will pay through the Funder can be cheaper than if you paid for maintenance yourself.
Peace of mind in relation to vehicle repairs and maintenance.

What are the potential risks of choosing Lender Maintenance?

The cost of maintenance varies depending on the vehicle type, contract type and expected mileage.
Does not cover any accidental damage to the vehicle, vandalism or windscreen breakages. These must be repaired via insurance cover.
Does not cover driver abuse or neglect such as, but not limited to, vehicle damage as a result of the vehicle not being serviced according to manufacturer’s guidelines, or Diesel Particulate Filter warnings being ignored.

How does a Lender Maintained agreement work in practice?

The following is a typical example highlighting the price difference between a Lender Maintained agreement and a Driver Maintained agreement for an Audi A1 Diesel Hatchback 1.6 TDI SE 3dr.

	Contract Type	Monthly Payment	Contract Duration	Mileage
Lender Maintained	Personal Contract Hire	£230.66 inc. VAT	36 months	10,000 per annum
Driver Maintained	Personal Contract Hire	£208.96 inc. VAT	36 months	10,000 per annum

Monthly Payment shown is for illustrative purposes only.

Understanding Mileage Allowance

The total mileage you agree to at the beginning of your contract has an impact on the overall rental cost over the term of the agreement. The higher amount of mileage you select, the more likely you will be to have a higher monthly rental cost. It is important to select an accurate mileage amount at the beginning of the agreement in order to avoid paying any excess mileage charges or avoid paying higher rental costs for mileage that you do not use by the end of the agreement term.

Excess mileage charges occur when you go over your agreed mileage. The reason the charge is applied is that the total mileage of the vehicle is used to calculate the resale value of the vehicle. A greater mileage will affect this calculated resale value. This excess mileage charge is calculated at the end of the contract period and will vary depending on the vehicle type and the contract type.

Mileage limits may be amended during your contract provided it meets the funder’s criteria for doing so. Please see your lease agreement provided by the funder for full details of the pence per mile charge that may be applicable or mileage amendment criteria.

The following is a typical example of an excess mileage charge:

Excess mileage charge per mile	£0.07p
Agreed total contract mileage	90,000 miles
Actual end of contract mileage	98,000 miles
Excess mileage change (8,000 miles x £0.07p)	£560.00

Excess mileage charge shown is for illustrative purposes only.

Vehicle Range / Miles per Gallon

We provide an estimated fuel efficiency for petrol, diesel and hybrid vehicles and an estimated battery range for electric vehicles on our website. This is a guide only and is based on the testing carried out by vehicle manufacturers according to EU law. This is referred to as WLTP (Worldwide Harmonised Light Vehicle Test Procedure).

WLTP is a testing process for measuring new car fuel economy, electric driving range and emissions. It is a global standard accepted by many countries. It is a series of tests required to certify that all new vehicles respect the rules on emissions. It gives drivers a more realistic CO2 and fuel consumption value for their car.

In practice, the fuel efficiency or EV range will be highly dependent on the following factors:

The outside temperature. At lower temperatures (below 10 degrees centigrade) the range will be significantly lower than at higher temperatures.
The way you drive the vehicle. The more often you drive the vehicle at high speeds, the lower the range will be.
What type of road you drive on. Driving on motorways compared to driving in the city will affect the range of the vehicle.
The load of the vehicle. If you carry passengers or heavy goods this will reduce the range of the vehicle.
Other factors such as heating, air conditioning, heated seats etc can reduce the range of the vehicle.

Delivery Timescales & Availability

If the vehicle you chose is not in stock, it will need to be built to order. This can often result in longer lead times for delivery. We will provide you with vehicle availability and delivery dates at the point of order based on estimates provided to us by our vehicle suppliers. These timescales may be subject to change and are intended to be an estimate only. We endeavour to meet these estimates and we will provide you with updated delivery dates once these are confirmed by our vehicle suppliers. In the event of a delay caused by a vehicle supplier, we do not accept liability for any losses incurred as a result.

In-Car Connected Services

Many vehicle manufacturers have introduced connected services into their vehicles that provide drivers with services like Wi-Fi and service reminders or bookings. However, these connected services may be disabled by some funders as they may result in service provision from unauthorised third parties that is not in keeping with the terms and conditions of your agreement with the funder. Whilst a manufacturer may state that connected services are featured, the ability to use these features is dependent on the selected funder enabling the use of them. We will endeavour to identify any connected services that may be affected at the time of order; however, this courtesy cannot be considered a guarantee that any connected services fitted as standard or optionally specified will not be permanently disabled by the funder prior to delivery.

Pre-Registered and Used Vehicles

A pre-registered vehicle is a new vehicle that has been purchased by the dealer to secure a discount directly from the manufacturer; and then registered to the dealer as the first owner. The vehicle is technically a used vehicle as it is sold by the owner (the dealer) to the lease company. Generally, the vehicle will still only have covered the same delivery mileage as a new vehicle, but the dealer discount means we can offer you a more competitive monthly payment compared to the equivalent new vehicle.

A used vehicle has been leased before to a previous customer and returned to the funder.

Leasing a pre-registered or used vehicle does, however, have implications on the warranty and maintenance requirements.
A car’s warranty, and where applicable roadside assistance cover, starts from the date the vehicle is first registered. This means that the warranty period will have already started by the time you receive the vehicle. If the warranty and/or roadside assistance cover expires before the end of your contract hire agreement you will be liable for any service, maintenance, repair or breakdown costs after that expiry. If you purchase a maintenance package as part of the contract the repair costs may be covered subject to the maintenance terms and conditions for the relevant lease company.

The MOT check is due on the third anniversary of the vehicle’s registration. You will therefore be required to carry out an MOT on the vehicle prior to returning it to the funder if the term of your contract would take the age of the car beyond 3 years old. This will, however, be included, along with servicing and maintenance, should you purchase the maintenance package from the relevant lease company.

Your order quotation will clearly state if the vehicle has been pre-registered, along with the Registration Date in the Vehicle Details section. If the quotation does not include the Registration Date, then your vehicle is not pre-registered. If you chose a used vehicle, your order quotation will include the Registration Number of the vehicle.

What do I need to know when my vehicle is ready to be delivered?

Signing your Lease Agreement

We will send you a copy of your lease agreement with the relevant funder. You will need to check this to make sure that all the details are correct before signing and returning it. Your vehicle cannot be delivered until the funder has received your signed lease agreement. If you need help with signing your agreement, you can contact our Sales Support team on 0344 387 2727.

After you have signed your lease agreement with the funder you can cancel your order within a cooling-off period of up to 14 days (for clarity this is not 14 days after you have taken delivery of your vehicle). This right to cancel only applies to regulated products. If, on reflection and within the cancellation period, you are unhappy with any part of the finance lease agreement, you may exercise your rights to cancel under the Consumer Credit Act.

Insurance

It is your responsibility to ensure the vehicle has comprehensive insurance cover in place before you take delivery of the vehicle.

Vehicle Acceptance Checklist

We will send you a Vehicle Acceptance Checklist before your vehicle is due to be delivered. This will help you to check everything is satisfactory with your vehicle before you accept it. It is your responsibility to thoroughly check the vehicle colour, specification and condition, including the provision of spare keys, locking wheel nuts etc. If there is anything wrong with the vehicle it must be noted on the checklist so that we can help you in fixing any problems. You can contact our Customer Services team on 0344 387 2727.

What do I need to know during my contract?

Service Maintenance (e.g., tyres and brake pads)

Maintenance of the vehicle is your responsibility, whether you have a maintained or non-maintained agreement. You must maintain the vehicle to the standard of the manufacturer’s guidance. This includes regular servicing & MOT if needed. Any damage caused to the vehicle is your responsibility i.e. mechanical repair deemed as damage by a garage or accident damage.

Fines

You are responsible for paying any fines incurred throughout the duration of the contract. The funder will also add an admin fee for any fine they receive and process. Fines produced by ANPR cameras and similar will automatically go directly to the funder to process, so will incur an admin fee. Fines displayed on the vehicle itself (e.g., parking fines on the windscreen) can be paid directly to the issuing authority. If not paid they will be sent to the funder to process and will then incur an admin fee. Please check your agreement with your funder for details of the amount of the admin fee.

Early Termination

An early termination fee will always apply if you decide to return the vehicle before the last month of the agreement. The early termination fee is usually around half the value of your remaining payments but can vary from funder to funder.

Please check your agreement with your funder for details about the early termination fee.

Contract Amendment/Extension

If you want to keep your vehicle for longer than initially agreed, you may have the option to extend your contract. Likewise, if you want to increase or decrease your agreed mileage you may have the option to do this, as long as there is still a minimum of 6 payments left on your contract. No amendments or extensions can be made within the first 12 months of the contract.

Both of these options vary depending on the funder and contract type so please make sure to check your own funder agreement for details on whether it is possible to extend or amend your contract. Please note all requests will be reviewed on a case-by-case basis by the funder and they do reserve the right to decline any changes.

Accidents/Damage

You must insure the vehicle from the point of delivery, right up until the vehicle is handed over at collection. If the vehicle is deemed a total loss from accident damage, your insurer must arrange a settlement with your funder to end the agreement. You are not entitled to a refund of rentals and if there is a shortfall in the claim then you may be liable for any outstanding sums. If the accident damage can be repaired, you must get it repaired before the vehicle is returned at the end of contract.

Important Notes for Diesel Vehicles

Diesel Particulate Filters (DPF)

Most diesel vehicles have a Diesel Particulate Filter (DPF). A DPF captures and stores soot in order to reduce emissions from diesel vehicles. Regular and sustained motorway driving at recommended speeds of over 40mph for between 10 to 50 minutes is needed in order to burn off the trapped soot (a process known as ‘regeneration’). The recommended driving style required to clear a DPF filter varies depending on specific manufacturer guidelines. If you intend to use your vehicle for urban or city-based stop/start style driving you may want to consider an alternative fuel type such as petrol, as this may be better suited to your needs. Not clearing the DPF or ignoring a DPF warning will result in vehicle damage not covered under a Funder Maintained contract, resulting in costly repairs at the driver’s expense. Therefore, the selected fuel type should be considered carefully in relation to your driving style. Some petrol vehicles may also have a Petrol Particulate Filter (PPF). This is not as common as DPF however manufacturer guidelines should be consulted in relation to this.

AdBlue

Diesel vehicles may be fitted with tanks that contain AdBlue, which is a liquid fuel additive designed to reduce harmful Nitrous Oxide emissions. AdBlue is considered to be a consumable, similar to fuel. It is the driver’s responsibility to ensure that AdBlue is kept topped up and to pay any costs associated with doing so. Funder Maintained contracts do not cover AdBlue costs. Any damage incurred as a result of low AdBlue levels, or its misuse, will not be covered under Funder Maintained contract or any included recovery arrangements. Depending on the funder of your vehicle AdBlue may be topped up as part of routine servicing. You should consult your vehicle handbook to see whether or not your vehicle uses AdBlue and understand your responsibilities.

What do I need to know at the end of my contract term?

Understanding End of Contract Condition Charges

Your vehicle must be in a suitable condition to return to the funder at the end of the contract term. The industry standard requirement is that the vehicle meets the BVRLA Fair Wear and Tear Guidelines. Areas outwith these guidelines include, but are not limited to, major dents, scratches and kerbed wheels. Any charges applied to rectify these faults will be passed on to you by the funder.

Understanding Excess Mileage Charges

Collection of my Vehicle

We will contact you before the end of your contract to remind you of your end-of-contract options. If you are not renewing your agreement with us then you will need to arrange collection of the vehicle. Collections do not take place automatically; you need to start the collection process through us or your funder, to arrange it in advance. You can arrange your collection easily by completing the collection request form on our end-of-contract emails, or alternatively contact us directly.

Once a date has been arranged you will receive a collection confirmation email which includes a checklist of everything you need do before the vehicle can be collected e.g., have both sets of keys, the vehicle has a valid MOT, etc.

Renewing my contract

If you decide to renew your vehicle with us, we will link your new order to your current vehicle. This will allow us to arrange a ‘key for key’ delivery and collection. Please note, the same party will not complete delivery and collection, however we will try our best to ensure they take place on the same day where possible. If you would like to have your current vehicle collected at a different time to the delivery this can be also arranged.

How can I contact ICL and the relevant regulatory bodies?

Regulatory Information

Intelligent Car Leasing Limited is authorised and regulated by the Financial Conduct Authority (FCA) and is allowed to act as a credit broker only, we are not a funder. Our FCA Firm Reference Number (FRN) is 673209. You may check this information on the FCA’s Register by visiting the Financial Services Register, or by contacting the FCA directly on 0800 111 6768.

Data Protection

Information provided to us may be shared with third parties in the course of credit checking, arranging finance and/or delivery. Your contact information may be used by us throughout the duration of your lease agreement if we need to contact you about your lease agreement and/or vehicle. We are registered under Data Protection Regulations and are certified by the Information Commissioner’s Office (ICO) with registration number ZA003072. All information held about you by us is held in strict compliance with UK Data Protection Legislation. For full details, please see our Privacy Policysection on our website.

Contact Us

Should you have any questions in relation to any information included in this document, please contact us directly. We are available to answer queries via the following details:

• Telephone: 0344 387 2727
• Address: Intelligent Car Leasing Limited, Skypark 1, 8 Elliot Place, Glasgow, G3 8EP
• Email: info@intelligentcarleasing.com
• Website: www.intelligentcarleasing.com/contact

Complaints

If you wish to make a complaint or request a copy of our complaints handling procedures, please contact us:

Telephone: 0344 387 2727
Address: Intelligent Car Leasing Limited, Skypark 1, 8 Elliot Place, Glasgow, G3 8EP
Email: complaints@intelligentcarleasing.com

Our business is covered by the Financial Ombudsman Service and the BVRLA Conciliation Service. If we are unable to settle your financial services complaint within 8 weeks of your first complaint or you are unhappy with our final response, you may refer the complaint to the Financial Ombudsman Service within 6 months.

Alternatively, you may refer your complaint to the BVRLA Conciliation Service within 12 months.

Financial Ombudsman Service

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Web: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

BVRLA Conciliation Service

Address: BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD
Web: www.bvrla.co.uk
Email: complaint@bvrla.co.uk

Conflicts of Interest

If through exceptional circumstances Intelligent Car Leasing Limited or any of its directors or other customers has a material interest in business you ask to be transacted for you, we will make you aware of the potential conflict of interest and we will obtain your consent before your instructions are carried out. A copy of our Conflicts of Interest Policy is available on request.

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