How to complain about lease return charges

Before you complain

A formal complaint is more likely to be taken seriously, and easier for the leasing company to act on, when it's specific. Before you write it, gather:

• The original invoice or charge breakdown
• Your vehicle collection/inspection report, if you have it
• Photographs from handover and from return
• Your lease agreement, and any fair-wear-and-tear or condition standard it references
• Any previous correspondence about the charges

Our free checker can help you organise this into a clear breakdown before you write anything.

Step by step

1. Find the leasing company's complaints process. This is usually published on their website or referenced in your agreement — use their specific process rather than a general customer service email if one exists, since formal complaints are often handled by a different team.
2. Put it in writing. Email is easier to keep a record of than a phone call. State clearly that you're raising a formal complaint, not just a query.
3. Reference specific charges, not just the total. List each disputed item by category and amount, and explain briefly why you're questioning it — for example, that it wasn't visible at handover, or that the report doesn't specify size or severity.
4. Attach your evidence. Photographs, your own inspection notes, or repair invoices — whatever you have that's relevant to the specific items you're disputing.
5. State what you want to happen. Whether that's a reduction, a re-inspection, or simply a fuller explanation of how a charge was calculated.
6. Ask about their complaints timescale. Leasing companies vary in how quickly they aim to respond — ask directly, or check their published complaints policy, rather than assuming a specific number of days or weeks.
7. Keep a record of everything. Save copies of what you send and receive, and note the dates — this matters if you need to escalate later.

If you're not satisfied with the response

If the leasing company's final response doesn't resolve things, your options generally include requesting anindependent engineer's examination(for condition/damage disputes), or referring the matter to BVRLA's own Alternative Dispute Resolution service if the leasing company is a BVRLA member. Depending on the type of agreement you have, you may also be able to refer the matter to the Financial Ombudsman Service — generally within six months of the leasing company's final response letter, though this depends on whether your specific agreement is eligible, so check what your final response letter says about your options.

For the fuller picture of every option available, see our guide todisputing lease return charges.

Sources: BVRLA consumer advice — returning your leased vehicle and the Financial Ombudsman Service's car finance guidance. This is general information for UK motorists, not legal advice, and whether the Financial Ombudsman Service can consider your specific complaint depends on your type of agreement.