Customer Complaints Procedure
At Knowles Fleet, we are committed to always delivering excellent service. We recognise that issues may arise, and when they do, our goal is to resolve them as quickly and effectively as possible. As a fleet management company acting on behalf of you and your employer, we collaborate with third-party suppliers, including lease companies and dealerships. In some cases, complaints may involve these suppliers, and we will act independently in your best interests to ensure a fair resolution.
How to Reach Us
For complaints related to our fleet management services or third-party suppliers, please contact us via:
Complaints Resolution Team
Knowles Fleet
Red Lion House, Great Bentley, Colchester, Essex, CO7 8QG
Email: CRT@kafleet.com
If we have not resolved your complaint within 8 weeks, or if it is rejected, you may escalate the issue to your Employer.
What Information Do We Need?
To help us investigate your complaint thoroughly, please provide the following details:
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.
What Will Happen Next?
We will review the details of your complaint and, if necessary, liaise with the relevant third-party supplier to resolve the issue. If your complaint involves a third-party supplier, we will work collaboratively with them to find a solution while ensuring your concerns are fully addressed and your best interests are considered.
Within four weeks of receiving your complaint, we will provide you with a summary of our findings, our proposed resolution, and an expected timeline. If additional time is required due to third-party involvement, we will notify you in writing and provide an updated timeframe.
If we are unable to resolve your complaint within 4 weeks, we will notify you of the delay and provide an updated expected response time.
We will send you our final response within 8 weeks, outlining the outcome of our investigation and the steps taken to resolve the issue. If third-party suppliers were involved, we will explain their role in the resolution process.
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.
Closing the 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.