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Complaints Policy

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At Yorkshire Fleet Management Limited, we aim to provide the highest standard of service to every client. Resolving complaints quickly and to your complete satisfaction is important to us.

This procedure explains how we handle complaints and what you can do if you feel your complaint has not been resolved satisfactorily.

Contact Details for Complaints

Customer Resolutions Department
Yorkshire Fleet Management Limited
Wold House Stables, Widger Mews
Langton Road, Norton, Malton
North Yorkshire
YO17 9QG

If You Have a Complaint

If you have a complaint about any aspect of our service, please contact us by telephone or in writing. Your complaint will be handled by the appropriate person to ensure it is resolved as quickly as possible.

To help us investigate and resolve your complaint efficiently, please provide the following details:

  • Your full name and contact information.
  • Full details of your complaint.
  • Your agreement details.
  • Details of what you would like us to do to resolve the issue.
  • Photocopies of any relevant paperwork.

What Happens When We Receive Your Complaint

Once we receive your complaint, the following process will be implemented:

  1. A case reference will be provided for all correspondence related to your complaint.
  2. The name and title of the person handling your complaint will be shared with you.
  3. We will send a written acknowledgement within 3 working days of receiving your complaint.
  4. If necessary, we will contact you for clarification.
  5. We will fully investigate your complaint both internally and, where relevant, with third parties.
  6. You will be kept informed of progress and any updates regarding your complaint.
  7. We will discuss our findings and proposed response with you.

Our Aim: To send you a final written response within 10 working days, but no later than 8 weeks, as required by the Financial Conduct Authority.

Closing a Complaint

We will consider a complaint closed when:

  • We have issued our final response to you.

If you remain dissatisfied, you may refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.

If You Are Not Satisfied with Our Final Response

If you have a regulated consumer contract with us and are not satisfied with our final response, you can refer the matter to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You must refer your complaint within 6 months of receiving our final response. We will provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet when we send our final response.

Using the BVRLA’s Conciliation Service

Yorkshire Fleet Management Limited is a BVRLA Leasing Broker Member, adhering to its Code of Conduct and conciliation services.

Contact Details:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

If you do not have email access, you can submit details by post. Please complete and return the BVRLA complaint form, giving them authority to act on your behalf.

BVRLA Conciliation Service Scope

  • The service investigates potential breaches of the BVRLA Code of Conduct.
  • It addresses disputes arising from activities of BVRLA members but does not cover complaints against associate members.

Please Note:

  • Refunds: Where unjustified charges are raised, refunds will be issued in full.
  • Compensation: The Conciliation Service cannot award compensation.

Using this service does not restrict your right to pursue legal remedies.

Complaints Outside the UK

Complaints related to cross-border rentals within Europe may be referred to the European Car Rental Conciliation Service (ECRCS).

Useful Contacts

  • UK European Consumer Centre – Offers free information on consumer rights and cross-border disputes.
  • Citizens Advice Bureau
  • Trading Standards
  • Financial Ombudsman Service

If you have any further questions regarding our Complaints Handling Procedure, please contact:

Oliver Garland
Tel: 01653 604394
Email: oliver@yorkshirefleet.co.uk