Legal

Complaints procedure

Last updated: 1 September 2026

Draft — pending legal review

This procedure is a working draft prepared for review by FleetMe’s solicitor. It has not been approved. Items marked [CONFIRM] or [NEEDS HUMAN SIGN-OFF] must be resolved before this site goes live.

If something has gone wrong, we want to hear about it. Telling us is the fastest way to get it fixed, and complaints are how we find the things that need changing. You will not be treated any differently for making one.

Who to complain to

Us. FleetMe supplies the vehicle, and your agreement — whether that is business contract hire in your company’s name or a short-term rental in your own — is with us. So a complaint about the agreement, the price, the paperwork or the service you have had comes to us. We will not redirect you to someone else to deal with it.

Some things sit with another organisation and we will tell you plainly when they do — a manufacturer warranty claim, a servicing or repair carried out by a garage, or an insurance claim. Where that happens we will point you to the right contact and help you get to the right person rather than leaving you to work it out.

[CONFIRM] — where the boundary actually falls between complaints FleetMe handles and complaints that belong to a maintenance provider, supplying dealer, manufacturer or insurer. This depends on how the supply chain is set up and cannot be described accurately until it is.

How to complain

Email: [email protected]
By post: [CONFIRM: registered company name], [CONFIRM: registered office], Telford, Shropshire, [CONFIRM]

You do not need to use any particular form of words, and you do not need to use the word “complaint”. It helps us deal with it quickly if you can tell us:

your name, your business name and how to reach you;
any agreement or quotation reference you have;
what happened and roughly when;
what you would like us to do to put it right.

What we will do

We will acknowledge it within 5 working days, tell you who is dealing with it and how to reach them.
We will investigate — looking at our records and, where we need to, asking you or a third party for more detail.
We will keep you updated if it is taking longer than we expected, rather than going quiet on you.
We will give you a written response setting out what we found, what we are doing about it and why. We aim to do this within 8 weeks of receiving your complaint.

If we got something wrong we will say so and put it right. If we do not agree with your complaint we will explain our reasoning clearly, and tell you what you can do next.

[NEEDS HUMAN SIGN-OFF] — the timescales above are proposed service standards, not confirmed obligations. If FleetMe’s agreements turn out to fall inside a statutory complaints regime, prescribed timescales and prescribed wording apply instead, and this section has to be rewritten to match them. Do not present these as the legal position until that is settled.

If you are not happy with our answer

Tell us. If new information comes to light, or you think we have misunderstood something, we will look at it again. Please reply to the response we sent you and say what you disagree with.

If we still cannot agree, what happens next depends on which of our two products you have and whether you are hiring in your own name or through a business.

If you rent a vehicle in your own name

Once we have been through our procedure and told you we cannot settle your complaint, we will write to you — by email or letter, so you have it in a form you can keep — confirming that, giving you the name and website of an independent dispute resolution body competent to look at your complaint, and telling you whether we are prepared to use it. You are free to approach them whether or not we are. Using that route does not affect your legal rights, and you can still go to court.

[CONFIRM] — which certified alternative dispute resolution body FleetMe will name, and whether FleetMe will agree to be bound by it. Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 a trader must give a consumer these details on a durable medium at the point of deadlock. A trader does not have to agree to use the scheme, but it does have to name one. This must be settled before any personal rental customer is taken on.

If you hire through a business

Where the customer is a limited company or an LLP, or where you are hiring for the purposes of your business, the routes are the ordinary ones open to any business in a contractual dispute: negotiation with us, mediation or arbitration if both of us agree to it, and ultimately the courts of England & Wales. We would always rather resolve it directly, and we will not treat a complaint as closed simply because you disagree with our answer.

Worth knowing: if you are a sole trader hiring a vehicle for your work, you are treated as a business customer here rather than as a consumer, even though you are hiring in your own name. That is how the law draws the line, and we would rather say so plainly than let you find out at the point you need it.

[NEEDS HUMAN SIGN-OFF] — this section states what FleetMe will do, not what FleetMe’s regulatory status is, and it deliberately makes no claim in either direction. A solicitor must confirm the wording, the choice of dispute resolution body, and that nothing here overstates or understates a customer’s rights. See docs/COMPLIANCE-DECISIONS.md, items R-2 and R-7.

Complaints about how we have handled your data

This route is not in doubt. If your complaint is about how we have collected, used, shared or stored your personal information, please raise it with us first at [email protected]. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113 — you do not have to come to us first. Our privacy & cookie policy explains your rights in full.

Independent advice

You are entitled to take your own advice at any stage, and doing so does not affect your complaint with us. If you are hiring in your own name rather than through a company, free advice is available from Citizens Advice (0808 223 1133). If you are complaining on behalf of a business, your own solicitor or accountant is usually the right first call.

Contact

Any questions about this procedure? Email [email protected].