.png)
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 been unable to resolve an issue informally with the person you have been dealing with and remain dissatisfied 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. Your complaint will be passed either to that person’s line manager if applicable or the Managing Director.
If you have a complaint about any aspect of our service, then we would like to hear from you.
To register a complaint contact us by any of the following methods:
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:
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. We will acknowledge receipt of your complaint, in writing within 3 business days, and EITHER provide a timescale within which we will respond, or provide a summary response.
In the unlikely event that we are not able to resolve your complaint by the end of the next business day following receipt of your compliant, 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. Once you have received our final response, if you remain dissatisfied, you can pursue an application to the Financial Ombudsman Service (see below.)
If it is not possible to resolve your complaint within the timescales we provide to you, we will write to you and explain why this is, and provide you with a further timescale for our substantive response. If eight weeks has passed since you first complained to us, your complaint relates to a regulated contract, and we have not been able to resolve your complaint, you can then go to the Financial Ombudsman Service.
If you are not satisfied with our resolution of your complaint:
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 summary response within 3 business days, or you lose the right to this service. When we send you our summary or 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)
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
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