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Customer Charter

Lex is dedicated to providing you with the highest level of customer satisfaction. Given the volume of business that is handled by our company, it is possible that occasionally mistakes and administration errors will occur. This charter sets out how we will handle a complaint; it reinforces the core values central to our success:

In the case of insurance related products we will also advise whether you have the right to refer a complaint to The Financial Ombudsman Service.

Because our aim is to operate as a World Class leasing company we have a number of core values which support this aspiration.

Core Values

  • We are pioneering - we find new and better ways of doing things
  • We have pace and ambition - we are passionate about what we do and act promptly to achieve our goals
  • We have integrity - we are genuine and honest
  • We are hungry to learn - we have the opportunity and desire to develop and become the best we can be
  • Together we make a difference - we are proud to support each other and everyone's contribution counts

Timeliness

If you send us a written complaint, or if your complaint is in relation to one of our insurance based products, we will write to you acknowledging receipt of your complaint within five working days.

We aim to resolve your complaint as soon as we can, however, if this has not been possible within four weeks we will write to you explaining why it remains unresolved and when we aim to resolve it. Complaints over four weeks old are reviewed by a General Manager

In the unlikely event an insurance based complaint remains unresolved after eight weeks you may, if you wish, refer the matter to The Financial Ombudsman Service. All other complaints may be referred to the appropriate Lex Director.

In the case of insurance related complaints we may refer your complaint to the relevant insurer, in this circumstance you will be informed of our action and the reasons why.

How to Complain

Phone, fax, write or e-mail your Account Executive; or alternatively you may contact us via the appropriate contact numbers displayed in our telephone number section.

You can also complete the form below which will be forwarded to the appropriate person within our company.

Please not that all fields are mandatory:

General Enquiry Form