Complaints Procedure

Raising your concerns with us

At Genesis Capital (Finance and Leasing) Limited we are committed to providing you with the best service possible. If for any reason you are not entirely satisfied with our service, please let us know. Your views are important to us and your feedback will help us improve the products and services we offer.
How to contact us:

Operations Manager
Genesis Capital (Finance and Leasing) Limited
7 Hampton Hill Business Park
High Street
Hampton, TW12 1NP
Tel: 0208 255 5505
What we will do:

We will do our best to resolve your complaint quickly and where possible within 3 business days. If we have resolved your complaint to your satisfaction within this timeframe we will send you a Summary Communication. If your complaint is more complex and we are unable to resolve it immediately we will:
Provide a written acknowledgement of your complaint within 5 working days with the name and contact details of the member of staff investigating your complaint;
If your complaint is still outstanding after 4 weeks, we will write to you and let you know when we will be able to issue our response;
We will aim to provide you with a final response to your complaint within 8 weeks of receipt. If you are not satisfied with our final response, or 8 weeks have passed since you first raised your complaint with us, you may have the right to escalate your complaint to the Financial Ombudsman Service free of charge or request a conciliation service from the Finance and Leasing Association.Financial Ombudsman Service
The Financial Ombudsman Service can consider complaints from customers with Agreements ‘Regulated’ by the Consumer Credit Act 1974. Your Agreement should be ‘Regulated’ if you are a sole trader, partnership of 2 or 3 persons or an unincorporated body of persons and the value of the credit or the amount of payments is £25,000 or less.
For more information please contact:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Finance and Leasing Association
We are a member of the FLA and adhere to their Business Finance Code. If your agreement with us is not ‘regulated’ by the Consumer Credit Act 1974 then you can ask them to provide a conciliation service.
The Business Finance Code sets out the high standards that FLA members will meet when providing asset finance to businesses and the public sector.  This includes trading fairly and responsibly with customers, and promoting the same high standards between intermediaries and customers. Guidance on the code can be found here.
If a customer feels that a member firm has not complied with the Code, they can contact the FLA and take advantage of the conciliation service we run. Further details can be found here.

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