Deutsche Leasing (Ireland) DAC are committed to providing excellent customer service to all our customers. If we don’t achieve our high standards in any way, we would like the opportunity to make things right with you. In the event that something goes wrong, Deutsche Leasing (Ireland) DAC is committed to solve the problem as quickly and fairly as possible
Feedback on your issues
Please give any comments or suggestions to any member of Deutsche Leasing (Ireland) DAC. Your feedback helps us to improve our products and services. If you feel that a member of the team did not act upon your comments or suggestions, please email to give us feedback at:
DLIE-Complaints@deutsche-leasing.com
or, If you wish to make a complaint please read the ‘Making a complaint’ section as below where you will find details of other options about how to complain.
We want to improve - Making a complaint
If you’re not happy with any part of our service or products, you can let us know by contacting us in the following ways:
In Person
Visit the office in Dublin as below between the hours of 09.00 to 17.00, Monday to Friday or speak to any member of the team.
Over the Phone
Phone our customer support team on (+353)/(0) 1 669 9960.
In Writing
Write to our Customer Complaints team at:
Deutsche Leasing (Ireland) D.A.C.
Unit 28, Block 3
Northwood Court
Northwood Business Campus
Santry
Dublin
D09 H348
Complaints
When handling complaints we will listen to your complaint and explain why we did not achieve our expected high customer service level in your instance. We will deal with you fairly, politely and promptly in order for you to approach us with your issue for discussion.
When we have dealt with your complaint, we will strive to better ourselves by using the experience to help us to improve our products and services.
Investigation of more complex complaints
Investigation
Sometimes issues are quite complex and we may not be able to resolve the problem immediately. If this is the case, we’ll write to you directly (by mailed letter or email) within five working days of your complaint giving you the name of the person dealing with your issue and letting you know when you can expect a full response. As part of the investigation we may need to contact you. We will only speak with the person(s) named on your contract as authorised contacts and may ask for some proof of identification when we call. Our aim is to settle matters as quickly and as fairly as possible. Should it be that a more detailed investigation needs to happen, we’ll keep you fully informed throughout the process.
Resolution of your case
We will communicate with you in multiple ways. When we do write to you we may do so by email or another durable medium to acknowledge response within 5 business days and provide a further written response on completion of our investigation.
If your complaint relates to a payment we will write to you by letter or email addressing all the points you’ve raised, within 15 business days of receipt of your complaint. If we cannot resolve your complaint within 15 business days, we will write to you by letter or email no later than 35 business days.
For all other complaints, we will write to you by letter or email within 20 business days. If we are unable to reach a conclusion within 40 business days we’ll clearly explain the reason, and advise you when we expect to provide a full response. If we have not issue a response within 40 business days you are entitled to refer the complaint to the Financial Services and Pensions Ombudsman at that time, at the details below We’ll keep you fully informed, and will contact you every 20 days until the matter is settled.
Confirmation
When we have finished our investigation, we’ll write to you by letter or email explaining the outcome.
Financial Services and Pensions Ombudsman
We always want to find satisfactory solution for you. However, if you are not satisfied with the outcome we have found, you are entitled to raise your complaint to the Financial Services and Pensions Ombudsman. The Financial Services and Pensions Ombudsman is an independent body. Their purpose is to deal with complaints which consumers have about financial service providers. It’s a free service for you.
Contact the Financial Services and Pensions Ombudsman at
Lincoln House
Lincoln Place,
Dublin 2,
D02 VH29
Tel: (01) 567 7000
Email: info@fspo.ie
Website: https://www.fspo.ie
