Complaints Handling Procedure

It is the aim of Fleet Sales 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

Once we receive your complaint, it will be investigated by our compliance team. We will fairly and promptly assess: • The nature of your complaint, whether any third party is involved in the complaint • How we should resolve the complaint, • Whether the complaint should be upheld and whether any redress should be paid to you. We will also consider all the available evidence and consider any guidance published by the Financial Ombudsman Service (the Ombudsman’), as well as any relevant laws or regulation.

To register a complaint, contact us by either:

emailing info@fleet-sales.co.uk
calling us on 0800 678 3010
or write to us at Unit 5 Batford Mill Industrial Estate, Lower Luton Road, Harpenden, Hertfordshire, AL5 5BZ

How will you resolve my complaint?

We’ll acknowledge your complaint within 3 working days after the day your complaint has been received, and inform you how we plan to investigate it, including a copy of our complaints handling procedure for your reference.

We’ll send this via email or letter, but please let us know if you have a preference.

To deal with your complaint promptly and thoroughly we ask that you help by providing us with detailed information. We may also contact any third parties involved to obtain information.

We will keep in touch with you whilst we investigate your complaint. If the complaint isn’t resolved within 8 weeks, we’ll provide you with a Final Response or an explanation as why we’ve not been able to complete our investigation. We’ll let you know when we expect to be able to provide you with a Final Response.

Summary Resolution Communication

If the complaint is resolved within three business days, we will issue a summary resolution communication to the you. This will acknowledge the complaint and inform you that Fleet Sales consider the complaint to be resolved. The communication will provide you with the details of the Financial Ombudsman Service (FOS) confirming that you can refer the complaint to them if you wish.

What if I am unhappy with the Final Response

You can refer your complaint to the Ombudsman if you’re dissatisfied with our Final Response, or we haven’t issued you with a final response within 8 weeks. You’ll receive a copy of the Ombudsman’s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.

If you do want the Ombudsman to investigate your complaint, you should contact them within 6 months of the date of our final response letter – a copy of which they may ask you to send to them.

The Ombudsman is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below. By post: The Financial Ombudsman Service Exchange Tower London E14 9SR.

By telephone: 0800 023 4567 or 0300 123 9123 By email: complaint.info@financialombudsman.org.uk
Website: www.financial-ombudsman.org.uk We’ll maintain records and provide the Ombudsman or the Financial Conduct Authority, on request, details of all complaints handled by us.

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.

BVRLA

We are a member of the industry trade body, the BVRLA (British Vehicle, Rental and Leasing Association). All BVRLA leasing brokers must adhere to their mandatory Code of Conduct, which is there to ensure that the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information and a complaint resolution service. In addition, all broker members are audited or inspected to BVRLA standards. If you are not satisfied with the outcome of your complaint, please click here to be taken to the BVRLA conciliation service where further information is provided about this service.

Updated June 2025