Complaints Policy

What if you have a complaint?

We work hard to ensure that the services we offer are fair and that our communication to our customers is clear and not misleading. However, if you are unhappy with our service and you wish to register a complaint, contact us by either:


Tel: 01277 354777

or write to us at 131-133 Roman Road, Mountnessing, Brentwood, Essex, CM15 0UD

To help us resolve your problem, you should provide the following information:

1. Your full name and contact information

2. Full details of your complaint

3. Your finance agreement details if applicable

4. Details of what you would like us to do to put things right

5. Photocopies of any relevant paperwork

We will acknowledge any complaints within 3 working days and look to resolve them as quickly as possible.

If we cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

The Financial Services Compensation Scheme (FSCS)

You may also be entitled to compensation from the Scheme if we are unable to meet our obligations. This depends on the type of business and the circumstances of the claim.

Further information about compensation scheme arrangements is available from the FSCS.

Conciliation Service

You may also refer any unresolved disputes to the BVRLA:

Details should be submitted by email to:

Or by post to:

British Vehicle Rental and Leasing Association

River Lodge, Badminton Court, Amersham HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. 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.