Our complaints procedure

It is the aim of Motorlet 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. Our procedure explains how we will deal with any complaints and 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 investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

To register a complaint, please write to, or email us:

Customer Services
Motorlet Limited
Alexander House
40a Wilbury Way
Hitchin
Hertfordshire
SG4 0AP

Email: [email protected]

Once we receive your complaint

Firstly, you’ll have an acknowledgement of your complaint within 2 working days, which will include the contact details of who will be looking after you.

1. Acknowledgement
   You will receive a formal acknowledgement of your complaint within the next 2 working days. This will include the details of the person handling your complaint, ensuring you have a direct point of contact for any further queries.

2. Initial Review and Investigation
   We will aim to resolve your complaint as quickly as possible. In some cases, we may be able to resolve it immediately, but if further investigation is needed, we will keep you informed of our progress. Rest assured, we’ll do our best to ensure a satisfactory outcome.

3. Final Response
   If we cannot resolve your complaint by the next business day, we will continue our investigation and provide you with a final response in writing. This will include our findings and any actions we intend to take.

If you are not happy with our decision

BVRLA Conciliation​ Service

We are members of the British Vehicle Rental and Leasing Association (BVRLA) and must adhere to the code of conduct set out by them. Should you not be happy with our decision, you can submit your complaint to the BVRLA Conciliation Service. Their contact details are:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

Email: [email protected]

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response, nor that of the BVRLA Conciliation Service, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. Their contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4 567
Email: [email protected]