Customer Complaints Procedure

At Knowles Fleet, we want every customer to receive excellent service. However, we recognise that sometimes things may not go as planned. When that happens, we value your feedback as it gives us the opportunity to put things right and prevent similar issues in the future.

If your complaint is about a funder, product provider, or adviser, we’ll look into the matter carefully and work with the relevant party to understand what went wrong. If the issue is the responsibility of the provider, we’ll pass your complaint to them to resolve. If this happens, we’ll let you know, share their contact details, and continue to support you through the process. If it’s not clear whether your complaint relates to the advice you were given, the adviser’s service, or the product itself, we won’t delay — we’ll begin our own investigation straight away and involve you if it needs to be referred on. For vehicle-related problems, it’s important to know that Knowles Fleet doesn’t design, build, or manufacture vehicles. If a vehicle fault occurs, the manufacturer is responsible for diagnosing the issue, carrying out repairs, and providing a resolution. We’ll always take the professional opinion of the manufacturer or repairing garage into account when helping to resolve vehicle concerns.

What Information Do We Need?

To help us investigate your complaint thoroughly, please provide the following details:

• Your full name and contact details

• Your car registration number

• A detailed description of the issue and who it is applicable to (Knowles or a third party supplier, or both)

• Any relevant documents or photographs

• Any other information you believe is important

How to Reach Us

For complaints related to our fleet management services or third-party suppliers, please contact us via:

Complaints Resolution Team

Email: CRT@kafleet.com

Phone: 01206 252300

Knowles Fleet

Red Lion House, Great Bentley, Colchester, Essex, CO7 8QG

Our Complaints Process

Any complaint—verbal or written—will be referred promptly to the relevant department manager.

We'll:

• Acknowledge your complaint in writing promptly

• Contact you for clarification where necessary

• Fully investigate your concerns

• Keep you updated on progress

• Discuss our findings and proposed response with you

If we cannot provide an immediate response:

• You’ll hear from us by the end of the next working day

• We’ll aim to provide an update within five working days

• We aim to resolve complaints within 28 days

• If your complaint is complex or requires more time, we’ll send you updates explaining why more time is needed

We’ll issue a final response as soon as possible, and no later than 56 days from receiving your complaint. Your complaint will be considered closed once we have provided our final response and all necessary actions have been completed. If third-party suppliers were involved, we will also update you on the actions they have taken to resolve the issue.

If you are not satisfied with our final response, you may escalate the issue to your Employer. We will assist by providing the necessary contact details if required.

What to Expect from Us

When handling complaints, we’ll always be:

• Fair, efficient, and professional in our investigations

• Transparent in our communication and open to learning and improving

• Solution-focused, responding in a polite and helpful manner

Every complaint is taken seriously, and we keep detailed records to help us improve our services and prevent similar issues in the future.

Please note:

By submitting your complaint, you consent to us processing your personal data to resolve your issue. Your personal information will be used solely for the purpose of investigating and resolving your complaint and will not be shared with any third parties unless required for resolution purposes.