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

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.

We will try 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 keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint, contact us by either:

emailing [email protected]
calling us on 0800 678 3010
or write to us at Unit 5 Batford Mill Industrial Estate, Lower Luton Road, Harpenden, Hertfordshire, AL5 5BZ

Summary Resolution Communication

If the complaint is resolved within three business days, we will issue a summary resolution communication to you.  This will acknowledge the complaint and inform you that Fleet Sales considers 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.

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 who can be contacted at: The Financial Ombudsman Service, Harbour Exchange Square, London E14 9SR. 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.

BVRLA Concilication Service

Unresolved disputes may be referred to the BVRLA by the customer or Fleet Sales.

Details should be submitted by email to: [email protected]

If you do not have access to email, please post to: Customer Complaints, BVRLA, River Lodge, Badminton Court, Amersham. HP7 0DD.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within 5 working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.

Members must comply with the Conciliation Services’ findings.

Updated July 2022