Complaints Handling Procedure
We, at LetsTalkFleet, are passionate about delivering excellent service to all of our customers. It is important to us that if you are not satisfied with our service, we listen carefully to your complaint and act quickly to resolve it.
If you do have a complaint against us,
Please contact us by phone, or email, or in writing, using the contact details published on our website from time to time. You’ll find them, at the bottom of our home page or in the ‘Contact Us’ section of our website.
To help us to investigate and resolve your complaint as quickly as possible, please provide us with the following information:
- Your full name and contact details and
- Full details of your complaint.
What we will do if we receive a complaint from you:
We will try to resolve your complaint as soon as possible. If we are not able to resolve your complaint by the end of the next business day following the business day of receipt by us of your complaint, we will contact you to let you know and inform you of our progress. In any event, we aim to provide our final response to you in writing within 30 days following the business day of receipt by us of your complaint. (You’ll find details of when we are open for business and therefore what our ‘business days’ are, in the ‘Contact Us’ section of our website)
If you are not satisfied with our final response:
We aim to resolve all our complaints internally. If, however you are not satisfied with the final outcome of our complaints procedure you are able to contact the financial Ombudsman, details acn be found at:
Non financial complaints can be directed to Trading Standards.
You may also refer your complaint for review using the conciliation service provided by The British Vehicle Rental and Leasing Association (BVRLA), of which we are a member.
You can find details of how to have your complaint reviewed by the BVRLA at the BVRLA’s website - http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service
If you do refer your complaint to the BVRLA, as well as sending in the details of your complaint you will need to provide the BVRLA with the unique LetsTalk Fleet reference number, which we will provide to you.
The BVRLA’s e mail address for complaints is: firstname.lastname@example.org.The BVRLA’s correspondence address for complaints is:
British Vehicle Rental and Leasing Association Conciliation Service
The BVRLA Conciliation Service will investigate potential breaches by us of the BVRLA Code of Conduct and will aim to resolve your complaint using the information presented by both you and us to the BVRLA. Any information requested from LetsTalkFleet by the BVRLA, which we are able to provide, will be sent by us to the BVRLA within five working days of receipt by us of the BVRLA’s request.
The BVRLA Conciliation Service will aim to provide its findings to you within 30 days of receipt by the BVRLA of your complaint.
LetsTalkFleet is committed to complying with the BVRLA Conciliations Service’s findings and will take all necessary actions recommended by the BVRLA to resolve your complaint.
If you have any questions in relation to our Complaints Handling Procedure, please contact us by phone, email or in writing, using the contact details published on our website from time to time. You’ll find them at the bottom of our home page.