RAINFORD FLEET SOLUTIONS LTD
Putting things right when something goes wrong
At Rainford Fleet Solutions Ltd, we aim to provide clear advice, dependable support and a professional service throughout your fleet journey. If you are unhappy with any part of our service, please tell us. We will listen, investigate fairly and explain what we can do to put things right. Making a complaint is free and will not affect your right to receive fair treatment.
How to make a complaint
You can contact us by email, telephone or post. You do not need to complete a special form or use legal terminology.
Email: adam@rainfordfleet.co.uk — please use “Complaint” in the subject line where possible.
Telephone: 07912 368995
Post: Complaints — Adam Rainford, Rainford Fleet Solutions Ltd, 100 Liverpool Road, Cadishead, Manchester, Greater Manchester, M44 5AN.
If you raise your complaint by telephone, we will record the details and check that we have understood your concerns correctly.
Information that helps us investigate
Please provide your name, business name and preferred contact details; any vehicle registration, quotation, order or agreement reference; what happened, when it happened and who was involved; how the issue has affected you or your business; relevant emails, quotations, invoices, photographs or other supporting information; and what you would like us to do to resolve the matter.
You can still complain if you do not have all this information. We will explain if we need anything further. Please do not send passwords, full payment-card details or unnecessary sensitive information. If we need confidential documents, we will agree an appropriate way for you to provide them.
Who handles your complaint?
Adam Rainford, Director, is responsible for overseeing complaints at Rainford Fleet Solutions Ltd. We will assess the available evidence fairly and consider both what happened and what would be a reasonable outcome. If your complaint concerns the person handling it, please tell us. We will explain how we will manage any conflict of interest and, where appropriate, arrange additional review.
What happens next?
1. We acknowledge your complaint — we aim to do this within five working days, confirming our understanding, your point of contact and the next steps.
2. We investigate — we review records and correspondence, may contact you for further information, and where necessary seek information from a funder, supplier or another organisation involved.
3. We keep you informed — we agree how best to communicate, normally by email or post. If the investigation remains open, we aim to provide a progress update at least every four weeks.
4. We explain the outcome — we aim to resolve complaints as quickly as reasonably possible and normally within eight weeks of receipt. Our written response will explain what we investigated, our findings, whether we uphold the complaint, any action or redress, completion timing, and applicable escalation options. If we cannot provide a final response within eight weeks, we will explain why and confirm the next expected response date.
Complaints involving a funder or supplier
Some concerns may relate to a finance provider, vehicle supplier or another organisation rather than our own service. We will explain who is responsible and help you identify the appropriate complaint route. Where forwarding is appropriate, we will explain this and handle information sharing lawfully. If part of the complaint concerns our own service, we will continue to investigate that part.
If you remain unhappy, you may be able to refer an eligible complaint to the Financial Ombudsman Service free of charge after our final response, or when the applicable response deadline has passed. You will normally need to refer the complaint within six months of our final response. The Financial Ombudsman Service decides whether a complaint is within its jurisdiction; not every business or commercial agreement is eligible. If it cannot consider your complaint, we will explain any other applicable independent dispute-resolution route. Our procedure does not remove or restrict your legal rights.
Complaints about your personal information
If you are concerned about how we collect, use, share or retain your personal information, please contact us using the details above. We will acknowledge a data-protection complaint within 30 days of receipt, investigate without undue delay, keep you informed and communicate the outcome. Our usual aim is to acknowledge it sooner, within five working days. The general eight-week service target does not mean we will delay action on a data-protection concern. You also have the right to raise a concern with the Information Commissioner’s Office.
Support when making a complaint
Please tell us if you need information in a different format, additional time to explain your concerns or another reasonable adjustment. You may ask an authorised representative to act on your behalf; we may need to confirm their authority before discussing confidential information.
We record complaints and their outcomes so that we can identify recurring problems and improve our service. Personal information relating to complaints is handled in accordance with our Privacy Notice.
Rainford Fleet Solutions Ltd
Your fleet. Our priority.
Cookie Settings
We use essential cookies to keep this website working. You can choose whether to accept or reject optional cookies.