Complaints Procedure – Pivotal

Complaints Procedure

Pivotal considers customer feedback to be integral to improving on any negative customer experiences and further improving the service we offer. Every complaint will be assessed fairly, consistently, and promptly taking into account all relevant factors to ensure a fair outcome for the customer. 

STEP 1: How to Complain

If you wish to make a complaint, you can contact us by emailing [email protected], or by phoning +44 (0)20 3950 4833 (our phone lines are open 9am-5pm Monday to Friday). 

What we will need?

To help us investigate and try to resolve your complaint, please provide us with the following information: 

  • your name and address;
  • your Pivotal customer number, if you have one;
  • details of how we can contact you;
  • a clear description of your complaint;
  • details of what you would like us to do to rectify the situation; and
  • if appropriate, copies of any relevant supporting documentation

Our procedures

The following provides an outline of the steps within our regulated complaints procedure:

  • Your complaint is made. 
  • We receive your complaint and follow the procedures that we have in place to handle and resolve the complaint. 
  • We endeavor to respond within 3 working days of the complaint being logged. 
  • If we believe it will take longer than 3 days to resolve you will be sent a complaint acknowledgement via email no longer than 5 days following receipt of your initial complaint. The complaint will be resolved, or you shall be notified of your options if you are not satisfied with our response. 
  • Within eight weeks of receiving your complaint we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to provide a final response and let you know when we expect to be able to provide it. In each case we will provide you with the contact details for the Financial Ombudsman Service.

If we have not resolved the situation within eight weeks we will issue you with information about the Financial Ombudsman (FOS) which offers a free, independent complaint resolution service.

STEP 2: If you are not happy with the outcome

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within eight weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within six months from the date on which we send you our final response letter.

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


  • Telephone Number: 0300 123 9 123 (Monday to Friday 8am-8pm excluding bank holidays, 9am-1pm Saturday)
  • Email: [email protected]
  • Address: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
  • Website: Financial Ombudsman Service


Using our complaints procedure or contacting the FOS does not affect your legal rights.

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.

Visit to access the Online Dispute Resolution Service. 

Please quote our e-mail address: [email protected]


Pivotal is a member of the British Vehicle Rental and Leasing Association (BVRLA). Unresolved complaints may also be referred to them by visiting their website. For details about the BVRLA conciliation service please visit