Our complaints procedure

IMPORTANT - If your complaint relates to commission and the Financial Conduct Authority’s Motor Finance Consumer Redress Scheme please see details about this at the end of this document

We want happy Customers! Putting you first is at the heart of our company’s culture and the key to our reputation and success. We aim to give you a trouble free and great level of service and whilst we’ll always do our very best to achieve this, we know that sometimes things go wrong. If this happens, we want to do everything that we can to put this right and to prevent it happening again. That’s why we take every complaint very seriously and will deal with any issue quickly, effectively and in a positive manner.

What to do if you’re not happy

Please let us know as soon as possible, so that can get straight on to it. The quickest way to do this is by

Calling: 01628 899720

Emailing: customerhappiness@drive-electric.co.uk

Or you can drop us a line at: Fleetdrive Management Limited trading as DriveElectric, Tamarisk House, North Leigh Business Park, North Leigh, Witney OX29 6SW

Alternatively, as we’re an Appointed Representative to our parent company, Jurni you can reach out to them by

Calling: 0333 091 8560

Emailing: customerhappiness@jurnileasing.co.uk

What happens next? – The short version

We want happy Customers so we’ll do our very best to try and resolve the issue by the end of the next working day. If we can’t, we’ll ask the Customer Happiness team at Jurni Limited send you a formal acknowledgement within 3 working days and they’ll start looking in to the problem for you. They may need to ask you some questions to help their investigation and we’d ask that you respond to them promptly. If your dissatisfaction is about a third party, for example it’s about your vehicle or finance provider, we’ll need to forward it to them. If it’s about our service, you’ll get a written response from the Customer Happiness team within 8 weeks of your initial contact with us, with information about their investigation and their decision as to whether they are upholding or rejecting your complaint. This is called a ‘Final Response Letter’. If you’re still not happy, or if you’ve not received a Final Response Letter within 8 weeks, you may be able to ask the Financial Ombudsman Service or the BVRLA to review your complaint. The exception to this is for complaints about Discretionary Commission Arrangements and we’d ask you to read the separate section in the long version below

What happens next? – The long version

As an Appointed Representative of Jurni Limited who are authorised and regulated by the Financial Conduct Authority (FCA), we adhere to the FCA’s complaint handling rules. Whilst the FCA’s rules apply to consumers, it’s our policy to treat all complainants in the same way.

Dissatisfaction with your vehicle, finance provider or other third party

If you’re not happy with your vehicle, your finance provider or another third party, this should be taken up with them directly. We’ll either let you have information about how to reach them or we’ll forward your complaint to them on your behalf. We’ll let you know by sending you what’s known as a ‘Forward Letter’.

Dissatisfaction with us

We record our complaints on a Complaints Register and we’ll always try to establish the root cause so that we can make any necessary changes to prevent this happening again. We want happy Customers so we’ll do our very best to try and resolve the issue by the end of the next working day.

If we can make you happy within 3 days

If we can make you happy by resolving the issue within 3 days, we’ll contact you in the same way as you’ve contacted us or by another way if that suits you better. We’ll also send you, usually by email or in the post if that’s what you’d prefer, what’s known as a ‘Summary Resolution Communication’. This will contain information about how we’ve resolved your complaint to your satisfaction and will let you know that if you change your mind about the resolution that you may be able to refer the complaint back to us for further consideration or alternatively, if you’re a consumer, refer the complaint to the Financial Ombudsman Service and provide you with their details.

If we need a little longer than 3 days

If we think we’ll need a little longer than 3 days, we’ll pass the information about your complaint to the Customer Happiness team at Jurni Limited and they’ll write to you within 3 working days of receipt of your complaint to formally acknowledge this and provide you with a copy of our Complaints Handling Procedure. They’ll let you know who is looking into your complaint and as part of their investigation they may ask you for some more information. You can be assured that all evidence is reviewed carefully, fairly and with an open mind!

If the investigation takes longer than 4 weeks to complete, Jurni’s Customer Happiness team will contact you to let you know how their investigation is progressing and they’ll try to give you an idea of when this will be completed. They’ll let you have their findings within 8 weeks and this will either be an ‘Offer Letter’ or a ‘Final Response Letter’ depending on the circumstances of your complaint.

Final Response

When Jurni’s Customer Happiness team have completed their investigation, they’ll write to you on our behalf with their findings, giving as much information as they can from the investigation to support their decision. Whilst they won’t always agree with a complaint, by being transparent, you’ll be able to see how and why they’ve reached their decision. They’ll also let you know what you can do if you don’t agree with this which is also explained below.

Offer Letter

If following the investigation Jurni’s Customer Happiness team agree with your complaint and think that we need to offer you some redress, they’ll send you an ‘Offer Letter’. This will give you information from their investigation and if they’re offering monetary redress, it’ll explain how they’ve calculated this. If this makes you happy, you’ll need to accept the offer and you’ll then receive a ‘Final Response Letter’ as confirmation.

We’ll consider a complaint to be closed once the ‘Final Response Letter’ has been issued.

If you’re not happy with our decision

If you’re not happy with our response, you may be able to ask the Financial Ombudsman Service to look into your complaint. You must do this within 6 months of the date of our ‘Final Response Letter’. You can find out more and check if you’re an eligible complainant by looking on their website www.financial-ombudsman.org.uk or calling 0800 023 4567. If you want to make a complaint to them you should download the complaint form from their website and email it to complaint.info@financial-ombudsman.org.uk or post to The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.

Alternatively, as we’re a member of the British Vehicle Rental and Leasing Association (BVRLA), who are approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, you can refer the matter to them. They offer a prompt and free Conciliation Service for members and details of this can be found on their website at: www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service. You can get in touch with them by either emailing complaint@bvrla.co.uk or writing to British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

Finally

We always look to improve the level of service that we provide you with and a complaint may highlight an area that we can do better. Whilst no-one likes to receive complaints, we’ll always thank you for bringing something to our attention as your happiness is what makes us happy.

The Financial Conduct Authority’s Motor Finance Redress Scheme

Please note that the scheme does not include:

Any Hire Agreements (PCH, Contract Hire or Finance Lease)
Claims from businesses other than sole traders and small partnerships (2-3 partners)

The Background

In January 2021 the Financial Conduct Authority (FCA) banned discretionary commission arrangements on vehicle finance purchase agreements such as Hire Purchase, Lease Purchase and Personal Contract Purchase. Under the discretionary commission arrangement, motor dealers and brokers were able to increase interest rates to earn commission which in turn impacted the cost to customers for their finance agreements. Due to an increase in complaints from customers about commission, on 11 January 2024, the FCA announced that it was undertaking a review of historic motor finance commission arrangements. Before they had the opportunity to announce their findings, a ruling was made by the Supreme Court in August 2025 following a hearing about 3 claimants who had made claims about motor finance commission. Following the ruling, the FCA consulted on a redress scheme which they announced with the Policy Statement PS26/3 PS26/3: Motor finance consumer redress scheme on 30 March 2026. This sets out who is eligible for compensation, what the calculation for that is and when payment must be made.

Since the FCA announced the Redress Scheme there has been a legal challenge by a number of parties. The case is to be heard by the Upper Tribunal either in December or in February next year. Until the Tribunal hear the case and make a ruling, the redress scheme has been put on hold. We will update this page as soon as we receive further information. In the interim, if you are eligible to make a claim, you should contact the finance company directly. You should let them know that you’re making a complaint and a claim under the FCA Motor Finance Redress Scheme and provide them with your details including:

Your name (if you’ve changed your name subsequently make sure that you give them your previous name too)
Your address (if you’ve moved address make sure that you also let them know the address that would have been on the agreement)
Your date of birth
The vehicle registration number (if you know it)
The vehicle make and model
The finance agreement reference or number (if you know this - you may be able to find this from a bank statement)
Your previous email address if you’ve changed it since taking out the agreement
When the agreement started (if you know this)
Any other contact details such as mobile phone number

We have detailed below contact information for the finance companies who we have worked with.

How do I contact the finance company?

Funder

Email

ALD: qualityuk@aldautomotive.com

Aldermore: aldermorecommissioncomplaints@aldermore.co.uk

Alphabet: customerexperience@alphabet.co.uk

Arval: customerservices@arval.co.uk

Audi Finance: commissionclaims@vwfs.co.uk

Bank of Scotland Vehicle Finance: LACustomerResolutionMailbox@lexautolease.co.uk

BNP Paribas: complaints.leasingsolutions@uk.bnpparibas.com

BMW Financial Services: commissiondisclosureenquiries@bmwfin.com