We aim to provide a consistently high standard of service to every customer. We Strive to resolve all issues promptly and to the complete satisfaction of our customers, wherever possible.
This page explains our complaints handling procedure. It also details how to proceed if the complaint remains unresolved to your satisfaction.
Firstly, we are sorry that you are dissatisfied. If you haven’t already done so, please get in touch with a member of our friendly and approachable team promptly to discuss.
You can contact our Customer Service Team by telephone or in writing and your complaint will be dealt with as quickly as possible. To help us to investigate and resolve your concerns appropriately, please contact the relevant department.
Our aim is 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:
· acknowledge your complaint in writing,
· keep you informed of ongoing investigations
· Provide our final response, in writing, within 30 working days. This will include all findings and proposed actions.
To register a complaint contact us by either:
If we are unable to resolve the issue through our own complaints procedure, we may refer you to an alternative dispute resolution option via the BVLRA's Conciliation Service.
This service is provided by The British Vehicle Rental and Leasing Association (BVRLA). We are a Leasing Broker Member (Member No. 2071) and bound by their code of conduct.
Details of unresolved disputes may be referred by either you, the customer, or us. Please submit details in writing, by email to: firstname.lastname@example.org or by post to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD.
If you have a regulated contract with us and remain unsatisfied, you may be eligible to refer the matter to the Financial Ombudsman Service, within a six-month referral period. When issuing our final response, we will also provide the Financial Ombudsman Service's explanatory leaflet.
For any further questions relating to complaints handling, please get in touch:
telephone: 01924 261167