Call Us - 0330 221 0000

trust pilottrust pilot

Complaints Procedure

Carleasespecialoffers.co.uk is a trading style of Wessex Fleet Solutions Limited.

It is the aim of Wessex Fleet Solutions 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.

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 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.

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 the action to then take.

To register a complaint contact us by: 

Email: customerservices@wessexfleet.co.uk 
Telephone: 01722 322888
Address: Unit 6 Wilton Shopping Village, Wilton, Salisbury, Wiltshire, SP2 0RS 

What we will do if you make a complaint: 

Timescales for dealing with your complaint 

If you send us your complaint in writing, we will write to you within five working days to let you know we have received it. If you inform us of your complaint by telephone or in person we will write to you within five business days of you telling us. We will confirm in this letter the details of your complaint and ask that you write back to confirm to us that these details are correct. 

If we cannot resolve your complaint within four weeks of receipt, we will write to update you on our investigation and to tell you when we will write to you informing you of our decision.

If we are unable to reach a decision sooner, we will contact you no later than eight weeks from the date we first received your complaint. We will then tell you what our final decision is. 

How we will deal with your complaint: 

When we write to advise you we have received your complaint, we will tell you in that letter the name and job title of the person who is dealing with your complaint. If you have any queries while we are dealing with your complaint, you should contact the person named in that letter. 

We will deal with your complaint as quickly as we can. If we have to make a lot of enquiries to investigate your complaint, it may take us longer to reach a decision. It is possible that as part of our investigations we may need to ask you for more information. 

While we investigate your complaint, we will keep you informed and you will not have to wait any longer than eight weeks to hear the outcome of our review. 

We will only use the personal details you give us (when you make your complaint, or later on) to help us deal with your complaint as set out in this complaint handling procedure. The way we use your personal details will comply fully with the Data Protection Act 1998. 

How we will reach our decision: 

When investigating your complaint, we will always take account of what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us. 

We will assess complaints according to the law and the principles and guidance produced by our regulators – The Financial Conduct Authority.

Telling you about the decision: 

If we can’t reach a decision within eight weeks of receiving your complaint, we will write to you to explain the outcome of our investigation and what we propose to do about it. If we decide your complaint is unfounded, our letter will explain why. A copy of the Financial Ombudsman Services’ explanatory leaflet will accompany our final response letter. 

What if you are not happy with our final decision? 

If you disagree with our decision you should contact us. If you have a regulated contract with us you may be eligible to refer the matter to the Financial Ombudsman Service with your comments. You must do this within six months of receiving our final response. You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint. Alternatively as we are a member of the BVRLA you can contact them and make use of their conciliation service. 

If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it.