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Complaints Procedure

It is the aim of CBVC Vehicle Management to provide a very high standard of service to every client.

It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

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

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone by calling 033 022 11272 or in writing to CBVC Vehicle Management Ltd, 2 Faraday Court, 1st Avenue, Centrum 100, Burton on Trent, DE14 2WX and your complaint will be resolved by the appropriate person in the shortest possible time.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

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

  • your full name and contact information
  • full details of your complaintyour agreement details
  • details of what you would like us to do to put things right
  • photocopies of any relevant paperwork

We will try to resolve your complaint immediately; however, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

Clearly we would prefer to resolve any concern you raise with us directly. However, following the issue of our final response and providing your complaint falls within the jurisdiction of the Financial Ombudsman Service (FOS) you may be entitled to refer the matter to (FOS) should you feel it necessary to do so.

We are members of the BVRLA so for unresolved disputes you can use their conciliation service by emailing complaint@bvrla.co.uk Or writing to them at:

British Vehicle Rental and leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

This service is free and will look at all aspects of a complaint.

If you have any questions in relation to our Complaints Handling Procedure, please contact the Managing Director, Mike Manners who will be happy to assist you.

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