We aim to resolve all complaints fairly. However, if you’re unhappy with our final response or we've taken over 8 weeks to resolve your complaint you have the right to escalate this.
If you're a consumer, micro-enterprise, small charity or a small trust you can refer your complaint within 6 months to the Financial Ombudsman Service as an eligible complainant. To check if you're eligible to use this service and for more information about this process please visit: www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Alternatively, you can escalate your complaint within 6 months to the British Vehicle Rental and Leasing Association (BVRLA). For details about the BVRLA conciliation service please visit https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html