Complaints Procedure

Our aim is to provide the highest standard of service to every client. It is important that complaints are resolved as quickly as possible and to the client's satisfaction.

Set out below is how complaints are dealt with. Additionally, it explains what you can do if you do not consider your complaint to have been resolved to your satisfaction.

If you have a complaint

If you have a complaint over our service, then you should let us know. Your complaint can be made by telephone or in writing, and it will be dealt with in the shortest possible time.

In the first instance, you should contact the person with whom you have been dealing. In order, to assist us in resolving your complaint you should provide the following information:

  • Your name and contact information
  • Full details of your complaint
  • What you would like us to do to rectify things
  • Copies of any relevant paperwork

We will try to find a resolution as quickly as possible. In the event, that your complaint is not resolved to your satisfaction by the end of business of the following working day, then we will keep you informed of our progress and will provide our final response in writing.

We will acknowledge receipt of your complaint by your preferred method within 3 working days.

Unresolved disputes may be referred to the conciliation service of the British Vehicle Rental & Leasing Association [BVRLA], of whom we are a leasing broker member. Details should be submitted by e-mail to

If you do not have access to e-mail details can be sent by post to:

British Vehicle Rental & Leasing Association
River Lodge
Badminton Court

If you are not satisfied with our final response you may be eligible to refer the matter to the Financial Ombudsman. You must do this within six months of our final response.

You can write to the Financial Ombudsman Service at Exchange Tower, London, E14 9SR; or telephone 0800 0234567; or email

If you have any questions in relation to our complaints procedure, then please contact us and we will be happy to assist.