Here at ecofleet UK Ltd we pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairly and to exceed your expectations at every level.

Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame and to their satisfaction.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

We believe that the majority of complaints can be resolved at the initial stage.

You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact us on:

ecofleet UK Ltd
41, Cote Green Lane
Marple Bridge
Cheshire
SK6 5EB

Free Phone     08000 502 500
email                info@ecofleetuk.com

When making a complaint, you will need to provide the following information: –

• Your full name and preferred contact details
• Your ecofleet UK Ltd order and vehicle registration number
• Full details of your complaint
• Copies of relevant paperwork
• Photographic evidence of any complaint relating to vehicle damage/defects where applicable
• What you expect us to do to put things right
• Any other information that you think may be relevant

Please keep copies of all information submitted for your own records.

Investigation

We will work with the relevant department managers to 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

Eligibility

It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

What happens next?

We will try to resolve your issue at the earliest opportunity. You will receive an acknowledgement of your complaint within 5 working days and a full written response within 28 days.

If this is not possible you will be informed of the progress being made towards the consideration of your complaint in writing within 28 days. We endeavor to resolve all complaints within 10 working days of initial contact, but due to legal reasons this is not always going to be possible.

We aim to resolve all our customer complaints internally. If, however, you are not satisfied with the final outcome of our complaints procedure, You can contact the financial Ombudsman at the following address:

Financial Ombudsman Service

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email:     complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

BVRLA 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 BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Nationwide Vehicle Contracts will 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 their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.

You can send any complaint to the BVRLA in writing via:

email  complaint@bvrla.co.uk

Web   www.bvrla.co.uk

If you do 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

If you have any further questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website or call us on 08000 502 500 or e mail below

Reviewed Dec 2021