Complaints Procedure

Our complaints procedure

It is the aim of Motorlet Limited 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. Our procedure explains how we will deal with any complaints and 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 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.

To register a complaint, please write to, or email us:

Customer Services
Motorlet Limited
Alexander House
40a Wilbury Way
Hitchin
Hertfordshire
SG4 0AP

Email: customerservices@motorlet.co.uk
 


Once we receive your complaint

Firstly, you’ll have an acknowledgement of your complaint within 2 working days, which will include the contact details of who will be looking after you and the investigation.

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 explain our next actions.
 


If you are not happy with our decision

BVRLA Conciliation​ Service

We are members of the British Vehicle Rental and Leasing Association (BVRLA) and must adhere to the code of conduct set out by them. Should you not be happy with our decision, you can submit your complaint to the BVRLA Conciliation Service. Their contact details are:

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

Email: complaint@bvrla.co.uk


Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response, nor that of the BVRLA Conciliation Service, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. Their contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk

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