It is the aim of Active Fleet Management Ltd to provide a very high standard of service to every client. We seek to continually monitor our service levels to look at ways in which we can improve our processes to benefit our customers. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
At Active Fleet Management Ltd, we believe that most complaints can be solved quickly and informally, so we ask that you contact us by either telephone or email first of all to discuss your concerns. Where this is not possible, the formal complaints procedure as detailed below should be followed.
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 or in writing 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.
We will try to resolve your complaint immediately, however sometimes this may not be possible. Upon initial contact from the complainant, we shall provide you with a form for completion so that all relevant information is provided, enabling us to take action straight away. You will then receive acknowledgement of your complaint within 5 working days, after which point we aim to respond with a resolution within 8 weeks. If we have been unable to reach a decision within this time, we will contact you to inform you of this and of when we hope to do so.
It is important that you explain the problem as clearly and as fully as possible, including any prior communication or relevant paperwork. Please identify the consequences for you as a result of this issue and the remedy that you are seeking.
To register a complaint contact us by either:
Email: paul@activefleetmanagement.co.uk
calling us on 07815 917357
or write to us at 61 Border Brook Lane, Worsley Manchester M28 1XJ
If our final response is not acceptable to you then you may be able to refer this matter to the Financial Ombudsman Service or the BVRLA Conciliation Services, full details regarding these Services will be sent to you as part of our response to your complaint and is also detailed below
We are happy to co-operate fully with both the Ombudsman and the BVRLA in resolving any complaints made against us and agree to be bound by any awards made by the either party.
We undertake to implement promptly any award made in your favour by the Financial Ombudsman Service or the BVRLA Conciliation Services
Details are below:
British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham HP70DD
BVRLA Making a complaint (ADR)
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should 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 the Dispute Resolution Service within 30 days.
Members must comply with the Dispute Resolution Service’s finding
The Financial Ombudsman Service Exchange Tower London E14 9SR
Opening Times Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Telephone 0800 023 4 567 – Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone
Telephone 0300 123 9 123 – Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
These numbers may not be available from outside the UK – so please call the Financial Ombudsman from abroad on +44 20 7964 0500.
The Financial Ombudsman will be happy to phone you back, if you’re worried about the cost of calling them.
Your business is in safe hands with
Active Fleet Management
