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Complaints & Feedback

At KINTO, we are committed to delivering exceptional service

Our commitment to service excellence

At KINTO our aim is to provide you with the highest level of service, however we recognise that on occasion we may fall below our usual standards. When this occurs, our staff will do all they can to resolve the issue and ensure that you receive a timely and fair response. 

If your complaint is regarding a problem with your vehicle, such as mechanical or electrical issues or faults, in the first instance you should contact your dealer or manufacturer. Otherwise, please contact the KINTO Customer experience team so that we can fully support you during this process.

 

Contact the KINTO Customer Experience Team

The easiest and quickest way to resolve any concern you have is to contact us directly by

Your complaint will be dealt with as follows

Acknowledgement

Step 1

We will acknowledge your complaint in writing within five working days of receipt. We will keep you informed of progress and let you know when you can expect a full response. We will also tell you the name and contact details of the person dealing with your complaint.

Response

Step 2

We aim to resolve your complaint within four weeks. If we are unable to do this, we will update you on our progress. We will issue you a “final response” letter within eight weeks, which will explain our final position. If for any reason we are unable to do this, we will let you know.

What to do if you’re not satisfied

If you are dissatisfied with the outcome, you may be eligible to refer your complaint to an alternative dispute resolution entity for review.

Please note that both the BVRLA and Financial Ombudsman Service (FOS) may decline to accept a complaint if it has already been considered by another alternative dispute resolution service.

BVRLA

We are a member of the British Vehicle Rental and Leasing Association ("BVRLA") which is a trade association representing the vehicle rental and leasing industry in the United Kingdom. 

As a BVRLA member, we are bound by their Code of Conduct. 

The BVRLA provides a free, independent mediation service between its members and their customers.  If you are not satisfied with our response, you may contact the BVRLA for alternative dispute resolution. 

Please note that you must first attempt to resolve any dispute with us before contacting the BVRLA for alternative dispute resolution.

You can access the BVRLA’s dispute resolution service by contacting them directly

Financial Ombudsman Service

Consumers have the right to refer their complaint to the Financial Ombudsman Service. Business customers may have the right to do the same.

Please note that the Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please share your concerns with us first and we will do all we can to help.

You can contact the Financial Ombudsman Service directly

Commission Arrangement

If your complaint is regarding a Commission Arrangement, please refer to our guidance document.