It is the aim of Egg Fleet Services t/a The Kent Vehicle Group to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.
To register a complaint contact us by either:
calling us on 01622 320400
or write to us at Kent Vehicle Contracts, Aylesford, Kent, ME20 7QZ
If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.
Details of the complaint should be submitted in email to: firstname.lastname@example.org
If the customer does not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
Egg Fleet Services t/a The Kent Vehicle Group are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 779141
Registered in England & Wales with company number : 08729043 | Data Protection No : ZA222988 | VAT No : 257 739 657
Registered Office : Hall Road, Aylesford, Kent, ME20 7QZ
BVRLA Membership No: 7359
Copyright © 2020 The Kent Vehicle Group, All rights reserved.