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Complaints 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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

To register a complaint contact us by either:
email complaints@fleetuk.com
calling us on 0845 606 6665
or write to us at 7 Stratfield Park, Elettra Avenue, Waterlooville, Hampshire, PO7 7XN

Unresolved disputes may be referred to the BVRLA by either the customer or the member involved.  Details should be submitted by,

Email: complaint@bvrla.co.uk
Postal Address: British Vehicle Rental and Leasing Association,River Lodge, Badminton Court, Amersham, HP7 0DD

Timescales for dealing with your complaints

If you send your complaint in writing we will write to you within five working days to let you know we have received it.  If you inform us of your complaint by telephone or in person we will write to you within five working days of you telling us. We will confirm in this letter the details of your complaint and ask that you write back to confirm to us that these details are correct.

If we cannot resolve your complaint within four weeks of receipt, we will write to you to update you about our investigation and to tell you when we will write to you informing you of our decision.

If we are unable to reach a decision sooner, we will contact you no later than eight weeks form the date we first received your complaint.  We will then tell you what our final decision is or, if we have not been able to reach a resolution within this time we will give you details of the Financial Ombudsman Service whcih you can contact about your complaint.

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

How we deal with your complaints

When we write to advise you we have received your complaint, we will tell you in that letter the name and job title of the person who is dealing with your complaint. If you have any queries while we are dealing with your complaint, you should contact the person named in that letter.

We will deal with your complaint as quickly as we can. If we have to make a lot of enquiries to investigate your complaint, it may take us longer to reach a decision. It is possible that as part of our investigations we may need to ask you for more information.

While we investigate your complaint we will keep you informed and you will not have to wait any longer than eight weeks to hear the outcome of our review.

We will only use the personal details you give us (when you make your complaint, or later on) to help us deal with your complaint as set out in this complaints handling procedure. The way we use your personal details will comply fully with the Data Protection Act 1998. For more details about how we use your personal details, please see our Privacy Policy at www.fleetuk.com.

How we will reach our decision

When investigating your complaint, we will always take account of what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us.

We will assess complaints according to the law and the principles and guidance produced by our regulators - the Financial Conduct Authority.

Telling you about the decision

If we can't reach a decision within eight weeks of receiving your complaint, we will write to you to explain the outcome of our investigation and what we propose to do about it. If we decide your complaint is unfounded, our letter will explain why.

What if you are not happy with our final decision ?

If you disagree with our decision you should contact us. Alternatively, you can contact the Financial Ombudsman Service with your comments. You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint.

If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it.

How can I contact the Ombudsman ?

The easiest way is usually just to phone them and talk through your problem, question or complaint.For consumers, the number is 0800 023 4567. Phone lines are open 8am to 8pm Monday toFriday, and 9am to 1pm Saturday.

For businesses and consumer advisers, call the technical advice desk on 020 7964 1400 –the team are available from 8am to 6pm, Monday to Friday.

You can also email, use the online enquiry form or write to:-The Financial Ombudsman ServiceExchange TowerLondonE14 9SR

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