Complaints Procedure

What to do if you think we've got it wrong

Total Fleet Services, Total Vans and Total Cars are part of the Bridle Group of Companies and are trading names of Hanborough Enterprises Ltd.

This Procedure applies to all companies operated by Hanborough Enterprises Ltd (‘the Company’ or ‘Us’ or ‘We’ or ‘Our’).


Our customers are extremely important to us and whilst we aim to provide a trouble free and excellent level of service, we know that sometimes things go wrong. If you have cause to complain, we take any complaint very seriously and promise to deal with it promptly, effectively and in a positive manner.

Prior to any transaction we advise our customers in writing that we have an internal complaint handling procedure, and which is available to them upon request. As a firm which is authorised and regulated by the Financial Conduct Authority we have a written procedure which is in accordance with the FCA Complaint Handling Rules and which is required to be issued in the event of a customer complaint.

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. An eligible complainant is classified by the FCA have classified as a person who is:

  • A private individual; or
  • A business which has an annual turnover of less than £1 million (some restrictions may apply); or
  • A charity which has an annual turnover of less than £1 million; or
  • A trust which has a net asset value of less than £1 million;


  • Who is or has been a customer of the firm;
  • The complaint arises out of matters relevant to being or having been a customer


  • The complaint arises out of our actions or failure to act where the complainant is a potential customer of the firm

NOTE: A complaint may be made on behalf of an eligible complainant by another party authorised by you.

The Financial Conduct Authority complaints rules apply to complaints:

  • Made by, or on behalf of an eligible complainant;
  • Relating to regulated activity;
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;

Making a complaint

You may notify us of your complaint by phone – 01543 431080, by email, or or by writing to us:

Total Fleet Services
Security House
Littleton Drive
WS12 4TS

A complaint may be made to any member of our staff who will record the following details on our Customer Complaint Record:

  • Name, Address, Telephone No. and Email Address (if appropriate) of the complainant
  • Date of complaint
  • Details of the complaint


We will acknowledge your complaint in writing promptly and give details in our acknowledgement letter of the Financial Ombudsman Service.

We will register your complaint on our Complaint Log and record the details of your complaint and the FCA classification, which will enable us to track your complaint through to resolution. Complaints will not be handled solely by the person against whom the complaint was made, and we reserve the right, where appropriate, to refer a complaint to another firm, for example if the fault lies with the lender’s or supplier’s service. The complaint will be referred to the Branch Principal, who is the Complaints Manager and they will investigate the issue or assign an appropriate Line Manager to do so. We will deal with your complaint promptly and fairly and we will give you clear responses and where appropriate, fair redress.


We will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction and will take a number of steps in order to investigate the complaint. These may include:

  • Review of the facts
  • Retrieval of relevant documentation and correspondence
  • Speaking to relevant individuals
  • Listening to relevant phone recordings
  • Making contact with you to seek clarification on any points where necessary

We will consider these in conjunction with your complaint. We will endeavour to respond to and resolve your complaint straight away, which we consider to be at least one business day after the day that we received your complaint. However, we may need to carry out further internal investigations which will not enable us to resolve your complaint straight away. In this instance we will send you a notice of investigation letter within 5 working days from when we received your complaint. The notice of investigation letter will include:

  • An explanation of why a different person is responding if it is not the person you addressed your complaint to
  • The name and job title of the individual handling your complaint
  • A timescale for when we will correspond further, which will be no more than 4 weeks from the receipt of your complaint
  • A copy of our complaint handling procedure

Complaint Progress

We will keep you informed of the progress of your complaint and notify you in writing of the proposed resolution. In the unlikely event that our investigations require longer than 4 weeks to complete, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we will make further contact. This must be within 8 weeks of the receipt of the complaint. If after 8 weeks we are still not in a position to make a final response, we will write to you and give reasons for the delay and an indication of when we expect to provide you with a full and final response. At this point we must include details of the Financial Ombudsman Service (‘FOS’) who if you are an Eligible Complainant, you can refer your complaint to if you wish to.

Once our investigations are complete we will discuss with you our findings and proposed response. We will write to you with our response which will be either a final response or an offer letter depending on the circumstances of your complaint.

Offer Letter

We will issue an Offer Letter if following investigation of your complaint we consider that you are entitled to some redress and believe that we have fully addressed your complaint. We will provide you with a clear method of how this has been calculated. The Offer Letter will include a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.

Final Response

A final response letter will set out clearly the company’s decision and the reason for this. We will issue this when we believe that we have fully addressed your complaint. In this letter we will give you details of the Financial Ombudsman Service to whom you may refer your complaint in the event that you are an eligible complainant and if you remain dissatified with our final response. You must do so within 6 months from the date of the final response. Our final response will also indicate whether or not we consent to waive the relevant time limits.

Complaints Settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

  • Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
  • Tells you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
  • Indicates whether or not the we consent to waive the relevant time limits, (where we have discretion in such matters)
  • Provides the website address of the Financial Ombudsman Service; and
  • Refers to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

  • We consider that doing so may better meet your needs; or
  • We have already been using another method to communicate about the complaint.

Closed Complaint

We will consider a complaint closed when:

  • We have sent you a final response; or
  • You have indicated in writing that you accept of offer or response; or
  • You fail to respond to our correspondence within 8 weeks from the date of our written response

If you are an eligible complainant, this does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

What to do if you remain dissatisfied

If you are dissatisfied with the final response you have received (at any stage of the process) you can contact the Financial Ombudsman Service.

Their address is:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

You can find details of how to complain to them at or by calling them on 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad). You may also email them at


You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

You may also refer the matter to the British Vehicle Rental and Leasing Association (BVRLA). The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and members must participate in the independent BVRLA Conciliation Service, which provides a channel for members and their customers to help resolve disputes. You can find further information about this service at :

Their address is:

River Lodge
Badminton Court

We will co-operate fully with the Financial Ombudsman and the BVRLA in resolving any complaints made against us and agree to be bound by any awards made by them. We undertake to pay promptly any fees levied by the Ombudsman.

For Your Information

We are required by the FCA to report on a six monthly basis the number and types of complaints that we have received and when these complaints have been closed. We are required to use the FSA’s standard Complaints Form and electronic reporting procedure via the Firms Online service.

We examine and evaluate our procedures following receipt of a complaint to see how we can improve our service to our customers. Any recommendations resulting from this are escalated to a Director of Hanborough Enterprises Ltd who will analyse same prior to implementation.

We retain details of complaints for a period of at least 3 years.

Contact Details

You can contact us in writing: Total Fleet Services, Security House, Littleton Drive, Huntington, Cannock, Staffordshire, WS12 4TS

By email:, or

By phone: 01543 431080

This Procedure will be reviewed on 1st March 2019 or sooner as required.