How To Complain

Resolving problems quickly and effectively

We always aim to provide a high standard of service to all our customers. However, there may be times when something leaves you disappointed or dissatisfied.

Please tell us if you are unhappy or have a complaint about any aspect of our service. Everything we learn from our customers helps us to consider changes that will ensure we meet your expectations now and in the future.

How to make a complaint

If you wish to complain, please get in touch with us as soon as possible. You can contact us by phone, in person, in writing or by e-mail as follows:

E-mailed complaints

If you choose to complain by e-mail, we will usually respond to your e-mail address. However, there may be occasions when we will need to respond to you by post, to ensure privacy or where we need to enclose copies of documents.

How we will handle your complaint

We are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we'll listen to your concerns and try to agree a solution with you.

The member of our team who you first contact will listen to your complaint and advise who is best placed within the company to deal with it and try to put things right for you. The more information you can provide, the quicker we can try to fix the problem.
Sometimes, we will not be able to sort everything out for you right away. If so, we will acknowledge your complaint in writing within five working days. On these occasions, we aim to resolve matters within 14 days.

If your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint.

If together, we cannot reach an agreement by the end of eight weeks:

• we will send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution


Or


• we will issue our final response letter, which will explain our final position.

If your complaint relates to a finance agreement regulated by the Consumer Credit Act (CCA) or to a contract of general insurance, you may have a right of referral to the Financial Ombudsman Service. If this is the case, you will also receive a leaflet explaining your rights. For more information, please refer to the information shown below about the Financial Ombudsman Service.

If you are still not satisfied

If, for whatever reason, you are still not satisfied with the outcome of your complaint, you should get in touch directly with the person who has handled the matter so far. They will then agree the next steps with you.

If you are still not satisfied, you may refer your complaint in writing to our Managing Director, who will investigate and respond to you within 21 days.
Contact: The Managing Director, 4 Matrix Court, Leeds, LS11 5WB

If together we can't reach agreement, you may also refer your complaint to the British Vehicle Rental & Leasing Association (BVRLA) which will look into your complaint and try to conciliate for both Parties. For further information and contact details visit the BVRLA website.

How to refer a complaint to the Financial Ombudsman

If you decide you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued by either ourselves or the BVRLA.

For helpful information and contact details, visit the Financial Ombudsman website.

The Financial Ombudsman Service offers a free independent service and can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and more information about this can be obtained from them directly.

Amt are a proud member of the British vehicle rental and leasing association (BVRLA)
Only rent or lease your vehicles from a BVRLA member for your quality & assurance