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Our aim is to provide a very high standard of service and treat all our clients fairly. It is therefore important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
This page explains how we will deal with any complaints and what to do if you think your complaint has not been resolved to your satisfaction.
How to make a complaint?
If you have a complaint about any aspect of our service, you can contact us in a number of ways:
By phone: 01484 866218
By Email: email@example.com
Write to us:
Mr Paul O’Leary
50 Whinmoor Drive
To help us resolve your problem, please provide us with the following information:
What will happen next?
We will try to resolve your complaint straight away. However, sometimes this may not always be possible. In the unlikely event that we are unable to resolve your complaint by the end of the next business day, we will keep you regularly informed of the progress of our investigation. We will send you a written acknowledgement within five business days from us receiving your complaint.
Where we believe that the complaint is not related to us, but is answerable by another party, we will forward your complaint to that party and inform you of our actions in writing.
We will provide our final response to you in writing, including our findings and the actions to be taken. We will endeavour to send this final response within 4 weeks of receipt of your complaint, but this can depend on the complexity of your case. The Financial Ombudsman Service requires that this final response must be sent within 8 weeks of receiving the complaint.
What to do if you are not happy with our decision
BVRLA Conciliation Service
trueFleet is a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA). Any unresolved disputes may be referred to the BVRLA by either the customer or by us.
The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Details should be submitted by email to: firstname.lastname@example.org
If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
The BVRLA aims to resolve complaints through its Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.
Financial Ombudsman Service
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. This must be done within six months of our final response.
When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
The contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
Telephone: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Should you have any questions relating to our complaints handling procedures, please contact us on 01484 866218.