Unit B & C The Beta CentreBone LaneNewburyBerkshireRG14 5UE
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Customer Complaints procedure

At Network Fleet, we are dedicated to providing high-quality vehicles, products, and services. We understand that issues may occasionally arise, and we are committed to addressing any concerns in a fair and transparent manner. 

Our Complaint Handling Process 

We take all complaints seriously and handle them with professionalism, thoroughness, and impartiality. Each complaint is assessed in a fair and consistent manner, and we gather any additional information needed to reach a well-informed decision. If your complaint falls under the Consumer Credit Act or relates to a regulated insurance product, we will follow the prescribed process as required by law. 

How to Contact Us 

Please contact our Aftersales Team to initiate your complaint: 

Phone: 0800 368 6278 

Email: [email protected] 

Information to Include 

To ensure we can address your complaint efficiently, please provide the following details: 

  • Your full name and address
  • Contact information (email and phone number)
  • A clear description of the issue
  • What you would like us to do to resolve the matter
  • Any relevant supporting documentation (if applicable) 

Our Commitment to Resolving Your Complaint 

1. Investigation: We will carefully investigate your complaint and provide a response based on all available information. 2. Resolution Timeframe: We aim to resolve your complaint as quickly as possible. For complaints related to our credit broking services, we will: 

○ Acknowledge your complaint in writing within five working days, including the contact details of the person handling the matter. 

○ Keep you updated on the progress of your complaint. 

○ Provide a final response within eight weeks of receiving your complaint. If we cannot provide a final response within this time, we will inform you of when to expect it. 

3. Clear Communication: While we may not always meet your expectations, we will explain our decision clearly and provide a rationale for it. 

If You Are Not Satisfied 

If your complaint concerns a regulated matter under the Consumer Credit Act or relates to regulated insurance products and you remain dissatisfied with our final response, you can refer the matter to the Financial Ombudsman Service (FOS) within six months of our response. 

Financial Ombudsman Service 

Exchange Tower, London, E14 9SR 

Phone: 0800 023 4567 

Email: [email protected] 

Website: www.financial-ombudsman.org.uk