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Complaints procedure

Our commitment to you

We want to give our customers the best possible service. We also know that sometimes we get it wrong. When that happens we want to know about it, put it right and learn from it. When you make a complaint to us, we will deal with it fairly, sensitively, and in a positive manner. Please take a little time to read our Complaints Procedure. It sets out the steps we will take in handling your complaint and will let you know what to expect from us.

If you wish to register a complaint please contact us in writing at: Fleetprices.co.uk Ltd, 3 Manningford Court, Wigan, WN3 4JF. Alternatively you may wish to email your complaint to customerservice@fleetprices.co.uk.

Regardless of how we receive your complaint, we will always try to resolve your concerns there and then. Where further investigation is required, we will acknowledge your complaint promptly and within no more than five working days of receiving it.We will review your complaint and upon completion of our investigation we will send you a final response. We will aim to send you our final response within four weeks of receiving your complaint, but if we are not able to do so, we will provide you with an update.In most cases where we have not sent you a final response within four weeks, we will send one within eight weeks of receiving your complaint. However, if for any reason we are unable to do this, we will send you a further update and let you know when you can expect a 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 at any time you are not satisfied with the way we handle your complaint, please do not hesitate to contact our Customer Services Manager via email at customerservice@fleetprices.co.uk

British Vehicle Rental & Leasing Association

Fleetprices is a member of the BVRLA and we subscribe to their Code of Practice. If you believe Fleetprices has breached this code at any point, you may refer your concerns to the BVRLA. A copy of the code, including the BVRLA complaints procedure, is available on their website at the following address: www.BVRLA.co.uk Unresolved disputes may be referred to the BVRLA by either the customer or the member involved.

Details should be submitted by email to: complaint@bvrla.co.uk If the customer does not have access to email, details can be sent by post to: British Vehicle Rental and Leasing Association River Lodge Badminton Court Amersham HP7 0DD

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response, the Financial Ombudsman Service provides a dispute resolution service to assist customers whose concerns remain unresolved. For instances where we are unable to agree on a resolution, or if eight weeks have passed since you first raised your concern, you have the option to refer the matter to the Financial Ombudsman Service.

For more information about the Financial Ombudsman Service visit www.financial-ombudsman.org.uk Or contact them: Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Phone: 0800 0234 567 or 0300 1239 123 Email: complaint.info@financial-ombudsman.org.uk

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