Definition of a Complaint
The Financial Conduct Authority (FCA) defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
The Financial Conduct Authority complaints rules apply to complaints:
- Made by, or on behalf of an eligible complainant.
- Relating to regulated activity.
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.
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. 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.
Written complaints should be sent to firstname.lastname@example.org, or by post to Fleet Operations, Fleet House, Maries Way, Silverdale Business Park, Newcastle-under-Lyme, Staffordshire, ST5 6PA.
You can also call us on 0344 567 4416.
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.
Complaints will be referred to the Department Manager as soon as possible. If the Department Manager is involved in the process associated with the complaint, the complaint will be referred to another member of the Management Team. We will:-
- Acknowledge the complaint in writing promptly which will include details of the Financial Ombudsman Service
- Make contact to seek clarification on any points, if required
- Fully investigate the complaint
- Keep you informed of our progress.
- Communicate our findings and response.
You will receive an acknowledgement of your complaint within 2 working days. We will try to resolve your complaint immediately; however, in the event that we are not able to resolve your complaint within 3 working days, we will keep you informed of the progress of our investigations and provide our final response in writing confirming our findings. If you are not happy with our findings, then you may be eligible to refer the matter to one of the organisations detailed below. and our final response will be provided as soon as possible and not later than eight weeks from the date of the complaint.
This will set out clearly Fleet Operations’ decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown. We aim to provide a final response to a complaint in the quickest possible time but in any event, this will always be within 8 weeks from your initial contact.
Where appropriate we are required to include details of the Financial Ombudsman Service together with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:
- Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost.
- Indicate whether we consent to waive the relevant time limits.
Complaints settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:
- Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.
- Informs you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service (depending on the type of complaint).
- Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters).
- Provides the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service.
- Refers to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service.
Closing a complaint
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.
If you are still dissatisfied
BVRLA’S CONCILIATION SERVICE
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. The customer must have first fully exhausted the member’s own internal complaints procedure and received their final decision. Details should be submitted by email to: email@example.com. If the customer does not have access to email, details can be sent by post to BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD – Fax: 01494 434499.
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Customers should send any evidence they wish to be considered with their complaint form, as the Conciliation Serviced is an evidence-based service. Any information requested from the member should be sent to the BVRLA within five 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.
THE FINANCIAL OMBUDSMAN
You may be entitled to refer a complaint against us to the Financial Ombudsman Service if you are not satisfied with our response. The contact details are as follows:
The Financial Ombudsman Service,