Complaints Handling Policy
Our commitment to you
We want every customer to receive a fair, helpful and professional service. If something goes wrong, we will work quickly to put it right. This Complaints Policy explains how you can make a complaint, what you can expect from us and the steps you can take if you are not satisfied with our response.
Our Consumer Duty promise
We follow the FCA Consumer Duty, which means we must support you, act in your best interests and provide good outcomes. We handle complaints in a fair and clear way. Complaints help us to learn and improve our service for all customers.
What counts as a complaint?
A complaint is any expression of dissatisfaction about our service, whether spoken or written, justified or not. This includes issues raised by email, telephone, post or social media.
How to make a complaint
You can complain in any way that suits you: by email, telephone or writing to us. Please include your name, contact information, agreement details, explanation of the problem and details of what
you would like us to do.
How to contact us
Email: [email protected] Telephone: 01233 730260
Post: Skyfleet Ltd, Unit 3, High House Business Park, Kenardington, Kent, TN26 2LF
What happens when you complain?
We will acknowledge your complaint within 24 hours. We will then investigate and aim to resolve your complaint as quickly as possible. Where possible, we aim to resolve complaints within 72 hours.
If we resolve your complaint within 3 business days
If we can resolve your complaint quickly, we will send you a written Summary Resolution Communication. This confirms the outcome and explains your right to contact the Financial Ombudsman Service if you are not satisfied.
If we need more time
If we cannot resolve your complaint straight away, we will keep you updated. We will work with you and any relevant third parties (such as a finance company or dealer) to reach a fair and timely outcome.
8-week deadline
We must send you our Final Response within 8 weeks of receiving your complaint. If we are unable to complete our investigation within that time, we will explain why and tell you when we expect to finish. We will also explain your right to contact the Financial Ombudsman Service.
Motor Finance Commission complaints
Some complaints involving motor finance commission arrangements may be covered by special FCA rules. These cases may follow different timelines. If your complaint falls into this category, we will tell you in writing and explain what this means for you.
If you are a vulnerable customer
If you feel you need extra help during the complaints process, please let us know. We will adapt the way we communicate to support you, such as giving extra time, clearer explanations or speaking with someone you nominate.
If you are not happy with our final response
If your agreement is regulated and you are unhappy with our final decision, or if 8 weeks have passed without a final response, you may be able to contact the Financial Ombudsman Service.
Financial Ombudsman Service (FOS)
Financial Ombudsman Service Exchange Tower, London, E14 9SR Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Email: [email protected]
You must contact the Ombudsman within six months of our final response.
BVRLA Conciliation Service
As a member of the British Vehicle Rental & Leasing Association (BVRLA), unresolved disputes may also be referred to their Conciliation Service. Email: [email protected]
Address: BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD
How we use complaints to improve
We review complaints regularly to learn from them and improve how we work. Any trends or causes of complaints are investigated and actions are taken to reduce the chances of similar issues happening
again.
Company information
Skyfleet Limited is an independent finance broker, our registered address is 3 High House Business Park, Kenardington, Kent, TN26 2LF. Phone 01233 730260
Skyfleet Limited is authorised and regulated by the Financial Conduct Authority (The FCA). The firm reference number is 669102 and this information can be checked by visiting the FAC website – www.fca.org.uk
(V8 – 05/01/2026)