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Complaints procedure

We aim to provide you with the highest standards of service. However, there may be occasions when customers feel that they have cause for complaint. By letting us know that you are unhappy with the services you’ve received, we have the opportunity to put things right. Your feedback is also vital in helping us to improve our service.

How to make a complaint?

If you would like to make a complaint you can contact us in a number of ways:

By phone: 01772 737383

By email:

Write to us:

Suite 28, Manor Court
Salesbury Hall Road

KeyFleet takes complaints very seriously. We aim to ensure that all clients are pleased with their experience of our service and this is paramount to the way we do business.

When clients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to clients’ concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service we provide is our Executive Assistant.

If a client complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to our Executive Assistant.

If our Executive Assistant is not available at the time, then the client will be told when he or she will be able to talk to them and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the client does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

If the client complains in writing the letter will be passed on immediately to our Executive Assistant.

If a complaint is about any aspect of service or associated charges it will normally be referred to our Executive Assistant, unless the client does not want this to happen.

KeyFleet aim to resolve most complaints raised over the telephone.

What happens next?

We will make an attempt to resolve the complaint as quickly and as fairly as possible.  Our Executive Assistant will investigate the complaint thoroughly so as to ensure that we reach the fairest outcome for you therefore this may take some time. Our Executive Assistant will investigate the details of your complaint thoroughly, fairly and impartially to reach a decision. To assist us to do this, please help us to help you by providing us with the following:

  • Your name, address and contact telephone numbers
  • A clear description of your complaint or concerns
  • An understanding of what you require
  • Supporting documents
  • Any reference numbers applicable

How will I be kept informed?

We will endeavour to reach a satisfactory conclusion to a complaint raised within 4 weeks. If the complaint is of a complex nature, this may mean it will take us longer. If no conclusion has been raised we will be keep you updated on the progress of our investigations. If we fail to reach a conclusion within 8 weeks from when the complaint was received we will provide you with a further update as to why we have been unable to reach a conclusion.

How will I know the decision?

Where possible we will try to inform you of our decision over the telephone. If this is not possible by the end of the next business day we will also confirm our decision to you in writing in a final decision letter. The letter will provide a full and detailed account of our findings and reasons for our decision.

Key Finance and Leasing Limited t/a KeyFleet is authorised and regulated by the Financial Conduct Authority. We also have a duty to operate and provide services within the rules determined by the Financial Conduct Authority. If you are dissatisfied with the outcome of our investigation or if 8 weeks have passed since you initially raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS):


Financial Ombudsman Services, South Quay, 183 Marsh Wall, London E14 9SR, Tel: 0300 123 9123 or 0800 023 4567, Fax: 0207 964 1001. Email:

You have a period of 6 months to refer your complaint to the FOS. The 6 months commences from the date of the final response letter or 8 weeks after we received your complaint.

If your complaint is in respect of any other issue otherthan a consumer contract, we are members of the BVRLA (British Vehicle RentalLeasing Association). If after our final response you are not satisfied, then youcan write to the Chief Executive, BVRLA, River Lodge, Badmington Court,Amersham, HP7 0DD quoting our membership number of 1880.

Should you require any further clarification on how we deal with complaints prior to engaging our services please contact Anna Isherwood, Executive Assistant on 01772 737383 or

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