How to raise a complaint and how we handle it, step by step.
If something has gone wrong, we want to hear about it so we can put it right. You can raise a complaint in either of the following ways.
To help us look into your complaint, please tell us your name, the account or organisation involved, what happened, and what you would like us to do to resolve it.
We handle complaints in three steps. The timescales below are the targets we aim for, and we will keep you updated if a matter needs longer.
| Step 1: informal resolution | We acknowledge your complaint within 2 business days and aim to resolve it within 14 days where possible. |
| Step 2: formal written complaint | If step 1 does not resolve matters, you can ask us to treat it as a formal complaint. We log it, investigate, and respond to you in writing within 30 days. |
| Step 3: escalation | If you are still not satisfied, you can ask for the complaint to be escalated to management for a final review. |
Concerns about the safety or wellbeing of a child or an adult at risk are not handled through the ordinary complaints route. Please send them straight to safeguarding@fleetfixer.io, where they are fast-tracked and treated as a priority.
You can read more in our safeguarding policy.
We keep records of the complaints we receive and how we resolved them. These records help us audit our handling, spot patterns, and improve the platforms. We retain them in line with our privacy policy and only for as long as we reasonably need them.
Raising a complaint does not affect any legal rights you may have. Any dispute that cannot be resolved through the steps above is governed by the law of England and Wales, as set out in section 11 of our terms of service.
Complaints and general enquiries: hello@fleetfixer.io. Safeguarding concerns: safeguarding@fleetfixer.io.
By post: FleetFixer Ltd, 167-169 Great Portland Street, London, England, W1W 5PF.
Tell us what happened and what you would like us to do. We will acknowledge it within 2 business days.
hello@fleetfixer.io