Ensuring problems are handled fairly and efficiently
Making a complaint
If you need to complain, the first step is to give us a call 0800 043 2050 and ask to speak with our Customer Experience Team.
You can also drop an e-mail through to customerexperience@conceptfleetsolutions.co.uk or write to us at the following address:
Concept Fleet Solutions
Suite 5, Pilgrims Court
15-17 West Street
Reigate
Surrey
RH2 9BL
Our Procedure
Any complaint verbal or written will at the earliest opportunity be referred to a member of the senior management team and we will follow our internal complaints procedure.
Please note that the complaint will not be handled solely by the person against whom the complaint was made, and we reserve the right, where appropriate, to refer a complaint to another firm, for example, a Concept Fleet Solutions supplier or software partner.
We will try to resolve your complaint by the end of the next business day. However, it may always be possible if your complaint requires further investigation and we will keep you informed of the progress and we will let you have our final response as soon as possible and not later than eight weeks. We will:
- Acknowledge the complaint in writing promptly
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- Keep you informed of our progress
- Discuss with you our findings and proposed response
Investigation
When investigating the complaint, we will take a number of steps and these may include
- Review of the facts
- Retrieval of relevant documentation and correspondence
- Speaking to relevant individuals
- Listening to relevant phone recordings
We will consider these in conjunction with your complaint. We will endeavor to respond to and resolve your complaint straight away, which we consider being at least one business day after the day that we received your complaint. However, we may need to carry out further internal investigations which will not enable us to resolve your complaint straight away. In this instance, we will send you a notice of investigation letter within 5 working days from when we received your complaint. The notice of investigation letter will include:
- The name and job title of the individual handling your complaint
- A timescale for when we will correspond further, which will be no more than 4 weeks from the receipt of your complaint
- A copy of our complaint handling procedure
Complaint Progress
