Complaints Procedure
We aim to provide an excellent level of service to our customers but are aware from time to time things can go wrong.
If you have a complaint you can either telephone us on 0345 299 0450, email us at info@gofor.co.uk or send your complaint in writing to our office address at Lochside House, 3 Lochside Way, Edinburgh, EH12 9DT.
What we will do
We shall acknowledge your complaint within 3 working days of receipt and provide you with a reference number.
Eligible Complainants
It is our policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. The Financial Conduct Authority complaints rules apply to complaints:
made by, or on behalf of an eligible complainant; relating to regulated activity; involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;
We shall investigate your complaint fully and aim to resolve wherever possible within 3 business days. We will issue a summary resolution via e-mail. If this is not possible we will regularly update you on the progress of your complaint. We will send a final response to you no later than 8 weeks from the date we received your complaint.
We aim to resolve all complaints but should you still feel unhappy with our response you can contact the BVRLA Conciliation Service which exists to help resolve complaints. You can submit your complaint to them in writing or by e-mail to:
Chief Executive
British Vehicle Rental and Leasing Association
River Lodge, Badminton Court
Amersham , HP7 0DD
You may also have the right to refer any unresolved complaints to the Financial Ombudsman Service. You must do this within 6 months of receiving our final response or the right to use this service is lost.
You can contact the service by writing to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You can also phone them on 08000 234 567 or 03001 239 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk