Complaints Procedure

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

Total Fleet is committed to providing a first-class service to all our customers. If you feel that this has not been the case, and you are dissatisfied with any aspect of the service provided, we would encourage you to contact us at your earliest opportunity.

We generally find that most issues can be sorted out quickly with brief chat and an agreed plan of action. In the first instance, please telephone 01543 431080 and speak to your Account Manager, or regular contact, who will do their best to resolve matters for you.

In the unlikely event that your issue is not adequately resolved, please contact Alan Carreras, Director, Total Fleet Services Ltd, Security House, Littleton Drive, Huntington, Cannock, Staffs, WS12 4TS. You can also call Alan on 01543 431080 or email

All complaints made in writing will be acknowledged within a maximum of 2 working days and we will, wherever possible, provide a written response within 14 days. If it has not been possible to resolve the issue within this timeframe, we will provide regular updates until a resolution has been agreed.

If you are dissatisfied with the way we have handled your complaint you can contact the British Vehicle Rental and Leasing Association (BVRLA). Their contact information can be found by visiting their website at

If you are a consumer credit customer, you also have the right to contact the Financial Ombudsman within 6 months of our final decision concerning the complaint you have raised with us. Their contact details are:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567, 0300 123 9123 or 0207 946 0500

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