Complaints procedure

We want every introduction to go smoothly. If something hasn’t met your expectations, please tell us — we take complaints seriously and will do our best to put things right.

How to complain

Get in touch and tell us what happened:

• Email: info@fasttrackleasing.co.uk
• By post: HDCH Limited, Unit 12 Yeomanry Road, Battlefield Enterprise Park, Shrewsbury, Shropshire, SY1 3EH

It helps us if you include your name and contact details, what happened and when, and what you’d like us to do to resolve it.

What happens next

• We’ll acknowledge your complaint within 5 working days.
• We’ll look into it fairly and keep you updated.
• We aim to resolve complaints as quickly as possible, and within 8 weeks at the latest, with a written response explaining our findings.

Complaints about a vehicle or hire agreement

We are an introducer — the hire agreement itself is between you and the rental supplier. If your complaint is about the vehicle, the booking or the supplier’s service, you should also raise it directly with that supplier, as they’re responsible for the hire. We’ll happily help point you to the right contact.

If you’re still not happy

If we can’t resolve things between us, you retain all your legal rights and can get free, independent advice from Citizens Advice (0808 223 1133). For complaints about your data specifically, you can also contact the Information Commissioner’s Office.

Contact

Any questions about this procedure? Email info@fasttrackleasing.co.uk.