Chief Vehicle Rentals Ltd
Complaints Policy

We are committed to providing excellent service. If something goes wrong, we want to hear from you so we can put it right as quickly as possible.

​

This policy explains how you can make a complaint, how we will handle it, and what independent bodies you may be able to contact if you are not satisfied with our final response.

​

1. Who Regulates Us

Depending on the product or service we provide to you, your complaint may fall under one of the following regulators:

​

Financial Conduct Authority (FCA)

​

We are authorised and regulated by the FCA for the following activities:

• Providing insurance products

• Handling claims on those products

• Assisting with the administration of claims under a customer’s own policy (e.g., handling a fault claim)

If your complaint relates to one of these FCA‑regulated services and we cannot resolve it, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

​

Claims Management Regulation (CMR) – Ministry of Justice

​

Certain services we provide fall under CMR regulation:

• Credit Hire (Accident Replacement Vehicles)

• Credit Repair

If your complaint relates to one of these services, you may be able to refer it to the Legal Ombudsman (LO).

​

British Vehicle Rental & Leasing Association (BVRLA)

​

For vehicle rental services, we are a member of the BVRLA.
If we cannot resolve your rental‑related complaint, you may refer it to the BVRLA Conciliation Service.

​

2. Who Can Complain to an Ombudsman

​

You may be able to refer your complaint to the relevant Ombudsman or ADR body if you are:

• A consumer

• A micro‑enterprise (fewer than 10 employees and turnover or balance sheet under €2m)

• A charity with an annual turnover under £1m

• A trustee of a trust with assets under £1m

If you’re unsure, we can advise you.

​

3. How to Make a Complain

​

You can contact us in any of the following ways:
 

Email: complaints.officer@chiefrentals.com
Phone: 01803663838
Post: The Coachworks Roundham Road Paignton Devon TQ46DS
 

Please provide your name, contact details, and information about your complaint so we can investigate quickly.

​

4. How We Handle Complaints

 

We aim to resolve all complaints as soon as possible.
Here’s what you can expect:

​

Acknowledgement
 

We will acknowledge your complaint promptly and begin our investigation.
 

Investigation
 

A trained complaint handler will review your concerns, gather all relevant information, and keep you updated when required.
 

Response Times
 

• Within 3 business days: we aim to resolve most complaints

• Within 4 weeks: if unresolved, we will update you

• Within 8 weeks: we will send a Final Response explaining our decision
   

If we cannot issue a final response within 8 weeks, we will explain why and tell you when you can expect it.

​

5. If You Are Not Satisfied with Our Final Response
 

Depending on the service your complaint relates to, you may be able to refer the matter to one of the following:

​

Financial Ombudsman Service (FOS)
 

For complaints about insurance‑related services.
Website: https://www.financial-ombudsman.org.uk
 

Legal Ombudsman (LO)
 

For complaints relating to claims management activities.
Website: https://www.legalombudsman.org.uk
 

BVRLA Conciliation Service
 

For vehicle rental complaints.
Website: https://www.bvrla.co.uk
 

6. Complaints Against Other Firms
 

If your complaint is about another company rather than Chief Vehicle Rentals, we will pass the details to the correct organisation and let you know.