Complaints Procedure

Need to report an issue?

Please see our formal complaint policy below.

​At ALD Automotive, we aim to provide our customers with high service standards. However, we understand that there may be occasions when you feel that you have cause for complaint. In such instances, we want to put things right first time and with the aid of your comments can improve our services still further.


How to contact us

You can contact us with details of your complaint by letter, e-mail, or telephone. If you write to us, please address your complaint to the Complaints Team, ALD Automotive, Oakwood Drive, Emersons Green, Bristol, BS16 7LB. Should you wish to register your complaint verbally, please contact your Sales consultant or Account Manager or the Complaints Team on 0117 908 6589. If you wish to contact us by e-mail, please title your e-mail “Quality Department” and send to


What happens next?

We will acknowledge your complaint within five working days of receiving it. We will always deal with complaints as quickly as we can and will carry out a full and impartial investigation of the issues you raise, although some complaints may take longer to resolve. If the investigation is still incomplete after eight weeks, we will write to you again and explain what stage the process has reached and how we are planning to proceed.


Important notice for customers with regulated credit agreements. 

On the 11 January 2024, the Financial Conduct Authority (FCA) announced a temporary change to the complaint-handling rules for customers affected by Discretionary Commission Arrangements (DCA). You will be an eligible DCA complainant if you used a car finance credit product prior to 28 January 2021 and a DCA was applied to your credit agreement. This includes Personal Contract Purchase, Hire Purchase and Credit Sale financial products.

The FCA announced the following changes to complaint timescales relating to DCAs only.

  • The 8-week final response rule has been paused until the 25 September 2024.
  • The time limit for customers to refer relevant complaints to the Financial Ombudsman Service (FOS) has been extended from 6 to 15 months.

As a result, we will not be in a position to issue a final response to your DCA complaint whilst we await the outcome of the FCA’s work.

For further details about the FCA’s work and the reason for the pause to DCA complaints, please visit their website -

If you wish to submit a DCA related complaint, please follow the process outlined in the ‘contact us’ section above.

Please note, all other complaints not related to a DCA will follow the normal process and timescales as laid out by the FCA. To submit a complaint, please follow the process outlined in the ‘contact us’ section above.


Financial ombudsman's service

If you are not satisfied with our conclusions or decisions or if our investigations are not completed within eight weeks, if you are an eligible complainant (e.g. a consumer, micro- enterprise, small charity or small trust), you may refer your complaints to the Financial Ombudsman Service. We can provide you with details of how to do this. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them at:

The Financial Ombudsman Service Exchange Tower, London, E14 9SR 
Tel: 0800 023 4567 
Leaflets on their service are also available upon request.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of receiving ALD Automotive’s final response.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If you are not eligible to refer your complaint to the FOS, you may still escalate your complaint to the conciliation service run by the British Vehicle Rental & Leasing Association (BVRLA), if you so wish. Their complaint form can be accessed from the following URL:  
and e-mail it to

Fax: 01494 434 499

Alternatively you can write to:
The Chief Executive, BVRLA
River Lodge ,Badminton Court, Amersham, HP7 0DD

Either party involved in the complaint can ask for the matter to be escalated to the BVRLA’s formal conciliation service. Any decisions made by this body are binding on BVRLA members.

This does not affect your statutory rights.


Complaints Data

At ALD Automotive, we aim to provide our customers with high service standards and we look to provide a fair outcome in the event a customer is unhappy.