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Complaints Procedure

Telephone: 0344 387 2727
Address: Skypark 1, 8 Elliot Place, Glasgow, G3 8EP

Our Procedures
Any written or verbal complaint will be referred to our Complaints Team at the earliest opportunity. We will also;
  • Acknowledge your complaint in writing and keep you informed of our progress if we are unable to resolve the complaint immediately
  • Fully investigate your complaint and seek clarification on any points where necessary
  • Discuss our findings with you and send you our final response as soon as possible and not later than eight weeks from the date your complaint is made.
  • Provide details of the Financial Ombudsman Service and BVRLA Conciliation Service
If you make a complaint to us:
  • more than six years after the event complained of; or (if later)
  • more than three years from the date on which you became aware (or ought reasonably to have become aware) that you had cause for complaint; we may reject your complaint without considering the merits and, if so, we will inform you of this in a final written response.

The Complaints Team will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

Funder or Product Provider Complaints
If your complaint relates to the service or performance of the funder or another provider, we will review the matter and investigate the complaint with the relevant provider. If we determine that the funder or provider is solely responsible for the matter alleged in your complaint, we may forward the complaint to them to resolve and we will inform you of this and provide you with their contact details.

Eligible Complainants
It is our policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. 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;

Final Response
This will clearly outline our resolution or final decision and the reasons for it. If compensation is offered, a clear method of calculation will be shown where applicable. We will also include details of the Financial Ombudsman Service in our final response to you.

Closing a Complaint
We aim to resolve all complaints within 3 business days. Where this is not possible, we will update you regularly on the progress of your complaint and you will receive our final response no later than eight weeks from the date the complaint was made. We will consider a complaint to be closed after we have made our final response to you. This does not prevent you from exercising any rights you have to refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.

In addition to sending you a final written response, we may also use other methods to communicate the information where:

  1. We consider that doing so may better meet your needs, or;
  2. We have already been using another method to communicate about the complaint.

Financial Ombudsman Service
Should you wish to escalate the complaint further, you must refer the matter to the Financial Ombudsman Service no sooner than eight weeks of the date the complaint was first raised, and within six months of the date of our final response or the right to use this service is lost.

The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services. They resolve disputes fairly and impartially and have the power to put things right.

We will co-operate fully with the Financial Ombudsman Service in resolving any complaints made against us and agree to be bound by any awards made by the Financial Ombudsman Service. We undertake to pay promptly any fees levied by the Financial Ombudsman Service. Financial Ombudsman Service Complaints Leaflets are available on request. You can find out more about the Financial Ombudsman Service at their website below.

BVRLA Conciliation Service
If you are unhappy with our final response to your complaint and you do not wish to contact the Financial Ombudsman Service, you may escalate your complaint to our trading body, the British Vehicle Rental & Leasing Association (BVRLA). Your complaint must be referred to the BVRLA within 12 months from the date you received your final response. As a BVRLA member, we must co-operate fully with the Government approved BVRLA Conciliation Service. A BVRLA complaint form is available on request.

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