COMPLAINTS

Last updated: 09/06/2026

1. Introduction

At PRISTINE FLEET LTD, we aim to provide a high standard of service. If you are unhappy with any part of our service, we want to hear from you so we can review the issue and try to resolve it fairly.

2. How to Make a Complaint

You can make a complaint by:

• phone
• email
• post

Please provide as much detail as possible, including:

• your full name
• booking details
• vehicle details if relevant
• the nature of your complaint
• dates and times where relevant
• any supporting evidence or documents

3. Acknowledgement of Complaints

We aim to acknowledge complaints within 3 to 5 working days of receipt.

4. Investigating Your Complaint

We will review the information provided and may contact you if we need further details, documents or clarification.

We may also review internal records, booking records, vehicle records, telematics data, staff notes, photographs, payment records, insurance-related information or other relevant material where appropriate.

5. Complaint Outcome

We aim to deal with complaints as promptly and fairly as possible. The time required to resolve a complaint may vary depending on complexity, the information available, and whether third parties such as insurers are involved.

We will respond with the outcome once our review is complete.

6. If You Are Still Unhappy

If you remain dissatisfied after we have completed our review, you may contact us again with further details and we will consider whether any additional review is appropriate.

If your complaint relates to data protection or privacy, you may also have the right to complain to the Information Commissioner's Office (ICO).

7. Changes to This Policy

We may update this Complaints Policy from time to time. Any updated version will be posted on our website.