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Fleet UK Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of Fleet UK to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: sales@fleetuk.com Email: complaints@fleetuk.com Telephone: 02392 245570

Or write to us at: 7 Stratfield Park, Elettra Avenue, Waterlooville, Hampshire, PO7 7XN

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response or you lose the right to this service. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet.

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Website: www.financial-ombusdman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

 

Telephone: 0800 023 4567 (free for most people from a fixed line) or 0300 123 1923 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

 

BVRLA

As a member of the British Vehicle Rental & Leasing Association (BVRLA), you or Fleet UK may refer any unresolved disputes to them.

 

All BVRLA brokers must adhere to their mandatory Code of Conduct, which is there to ensure the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information, and a complaint resolution service.

 

The BVRLA Conciliation Service will investigate breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute.  Based on the information provided by both parties, the BVRLA will provide both parties with its findings and recommendations.

 

You can send any complaint to the BVRLA through the following channels:

 

British Vehicle Rental and Leasing Association River Lodge Badminton Court Amersham HP7 0DD

 

Email: complaint@bvrla.co.uk

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: sales@fleetuk.com Telephone: 02392 245570 Or write to us at: 7 Stratfield Park, Elettra Avenue, Waterlooville, Hampshire, PO7 7XN