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Complaints procedure

The Vehicle Partnership is committed to the highest level of customer service. It is therefore important to us that if you have any cause for complaint, or are dissatisfied with the service you have received, that you have quick and easy access to our complaint resolution service.

The procedure below outlines how your complaint will be managed by us and what to do if you are dissatisfied with our response.

Complaints can be made in writing via email, telephone, or in person. Our contact details are:

The Vehicle Partnership Ltd
Meeson House
76 Pinfold Lane
ST19 5AP

Telephone: 01785 713657

A complaint can be made to any member of our staff, who will then open a case file on our customer management system and record the details of your complaint. In doing so, please provide us with your full name, any relevant company name, address, details of the vehicle in question or the service which has been offered or provided, and a means of contacting you, such as a telephone number or email address.

Please note that your complaint will not be handled solely by the person against whom the complaint is made and in all circumstances ultimate responsibility for managing the complaint lies with Julian Tyson, Company Director, who can be reached on 01785 713657 or by email to

To investigate your complaint thoroughly and fairly we will conduct a full review of the known facts, including evidence from written communications and the oral evidence of any staff members involved. This may also include listening to recordings of telephone conversations where it is appropriate to do so.

Complaints regulated by the Financial Conduct Authority

Complaints which are regulated by the Financial Conduct Authority are defined as one that comes from a complainant who falls into one of the following categories:

a) A private individual
b) A business which has an annual turnover of less than £1 million (some restrictions may apply)
c) A charity with an annual turnover of under £1 million
d) A trust with net assets of under £1 million

The complaint must come from a person or business who has been a customer or potential customer of The Vehicle Partnership and that the complaint relates to their experience with the business.

Please note that a complaint may be made on behalf of an eligible complainant by another party authorised by you.

The Financial Conduct Authority rules apply to complaints which are:

a) Made by someone is eligible as per the rules outlined above, or someone who has been authorised to act on behalf of the eligible person or business
b) Related to an activity which is regulated by the Financial Conduct Authority
c) Involving an allegation of suffering (or may suffer) in the future material distress, material inconvenience or financial loss.

Important: The Vehicle Partnership treats all complaints with the same rigour and commitment to finding a resolution which is satisfactory to our customers. However, the exact procedure noted below relates specifically to complaints arising from business or services which are regulated by the Financial Conduct Authority.

Complaints Settled within 3 working days (Monday to Friday)

If we can settle the complaint to your satisfaction within 3 working days, we will send you a Summary Resolution Communication, by either letter or email, which:

a) Confirms that a complaint has been made, but that we understand that you agree the complaint has been dealt with and that it is considered to be resolved by both parties.
b) Tells you how to re-open the case, should you later to decide that the complaint has not been adequately deal with.
c) Where it is appropriate to do so, provides details of the Financial Ombudsman Service, information about their role, and details of how to contact them to assist in resolving your complaint.

Complaints not able to be settled within 3 working days (Monday to Friday)

If we are unable to settle the complaint within 3 working days we will, within 5 working days, send you an acknowledgement communication via email or in writing.

This acknowledgement will provide details of our complaints management procedure, together with details of appropriate bodies such as the Financial Ombudsman Service and/or the British Vehicle Rental and Leasing Association (BVRLA), who may be contacted if you feel that we have not adequately resolved the complaint to your satisfaction.

The communication will also provide details of the person handling your complaint and our timescale for bring the complaint to a successful conclusion.

Please note that we reserve the right to refer the complaint to a third party if they are responsible for the cause of the complaint. For example, this could be the funder of the vehicle or another service provider.

In the unlikely event that we are unable to resolve your complaint within 4 weeks, we will write to you to explain why more time is needed to investigate and resolve the issue and confirm when we will communicate further on the matter.

If upon concluding our investigation we consider that you are entitled to some redress, and that this will adequately resolve your complaint, we will write to you and make an offer and detail how this has been calculated. This communication will include details of how to formally accepted this offer.

In any event, we will issue a final response to your complaint within 8 weeks of the date the complaint was first received. If we are unable to resolve your complaint within this period of time, or you are dissatisfied with our response, we will provide you with details of a reconciliation service such as the Finance Ombudsman Service and/or the British Vehicle Rental and Leasing Association.

If we do not hear from you within 8 weeks of our final response, we will consider the matter closed. However, this does not remove you right to refer the matter to the Financial Ombudsman or British Vehicle Rental and Leasing Association.

If you remain dissatisfied

If you are unhappy about either the way your complaint is being managed, or the response you have received, you can contact:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Tel: 0800 023 4567/ 0300 123 9123 / 020 7964 0500

Please note that you must refer your complaint to the Financial Ombudsman within 6 months of the date of our final response.

Whether your complaint falls into the category of being regulated by the Financial Conduct Authority or not, owing to the fact that the Vehicle Partnership is a member of the British Vehicle Rental and Leasing Association, you have the right to approach them in line with their dispute resolution rules and services. Their address is:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court

Tel: 01494 434747

We will co-operate fully with any investigations conducted by either the Financial Ombudsman or the BVRLA and consider any rulings made by them to be binding on all parties.

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