Complaints Handling

Here at Crusader, we work hard to make sure we do the job right, first time, every time. Occasionally things happen which are less than ideal and are cause for complaint. It is our aim to deal with all complaints, in the same manner, working towards to the same outcome; complete customer satisfaction.

If you have a complaint about either the way you have been treated or any aspect of your dealings with us, we will do everything we can to rectify this. In the first instance, we would ask that you put your complaint in writing for the attention of the Managing Director at the address below.
We would ask you to detail the nature of your complaint, providing as much information as you can including the name of the person you have been dealing with as well as any correspondence.

Our contact details are:

Managing Director
Crusader Vehicles Ltd
Crusader House
High Street
East Sussex
TN22 4LA

Tel: 01825 701200

How We Will Deal With Your Complaint
When we receive a complaint, we will look to deal with it immediately although this may not always be possible. We aim to resolve all complaints by the end of the next business day but if we have been unable to do so, we will keep you updated on our progress so that you know what we have done and what we will do next. We will send you an acknowledgement of your complaint within 5 working days of receiving your complaint.

Once we have been through the details and spoken to the relevant parties, we will write to you with our final response and the action we will take. We will endeavour to do this within 10 working days although as per the Financial Ombudsman Service requirements we have 8 weeks to do this.

If we fail to resolve your complaint, we will pass your details onto the conciliation service of the BVRLA, who will work on your behalf to find a resolution to the matter.

If you are not happy with our decision, you have a number of options available to you:

The BVRLA Conciliation Service

Crusader Vehicles Ltd is a Leasing Broker Member of the British Vehicle Rental & Leasing Association (BVRLA), which is a trade body that represents a wide spectrum of the automotive industry. The BVRLA has the status of a consumer ADR body as provided by the government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Either you the customer or an authorised representative of Crusader Vehicles Ltd can refer a complaint to the BVRLA for further investigation.

You can submit details of the complaint by email at or in writing to:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court

As a member of the BVRLA, we are bound to adhere to the BVRLA Leasing Broker Code of Conduct and it is this code of conduct that the BVRLA will form the basis of their investigations. They will look at the information provided by both sides and work to resolve any dispute with the best possible outcome. Based on the information provided, the BVRLA will submit its findings and recommendations and will aim to resolve all disputes within 30 days. As a member, we have to abide by the Conciliation Services’ findings.

The Finance Ombudsman Service

As we are regulated by the Financial Conduct Authority we also have a duty to operate and provide services within the rules determined by them. If you have any complaints regarding the financial aspect of the lease and you are dissatisfied with our response, you may be eligible to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:

The Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0300 1239 123

Further Action

If you feel that our final response is unsatisfactory, you may be eligible to refer the matter to the Financial Ombudsman Service. You are required to do this within 6 months of our final response. The Financial Ombudsman Service will act impartially to look at the information from both parties to help resolve any dispute. More information about the Financial Ombudsman Service can be found here.

Click here to view our full complaints procedure.