Complaints Procedure

It is the aim of Vehicle Partners Ltd 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.

This procedure explains how we will deal with any complaints. It also 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, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Telephone: 01785 713657
Or write to us at: Meeson House, 76 Pinfold Lane, Penkridge, Stafford, ST19 5AP.

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

    • Your full name and contact information
    • Full details of your complaint
    • Your lease agreement details
    • Details of what you would like us to do to put things right
    • Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

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 with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

You will not receive advice or a recommendation from us. We have provided you with product information enabling you to make your choice about how to proceed.

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are 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 (for more information please see

British Vehicle Rental and Leasing Association (BVRLA)

You can make a complaint to the BVRLA. Established in 1967, the BVRLA is the UK trade body for companies engaged in vehicle rental, leasing and fleet management.You can visit their website for further details; BVRLA website. The association regulates the industry through its mandatory Codes of Conduct, which set out what a customer can expect when renting or leasing a vehicle.

If you see the BVRLA logo displayed in a branch or leaflet or on a website, it is your guarantee that you will receive the highest levels of service.

Any questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: Telephone: 01785 713657 Or write to us at: Meeson House, 76 Pinfold Lane, Penkridge, Stafford, ST19 5AP.