Complaints Procedure

If you are dissatisfied with the service you receive from us, you can contact our Head Office, where the complaint will be dealt with by the Operations Manager.


What is a complaint? 

Agility defines a complaint as an expression of dissatisfaction with the services provided by one of its operating divisions.


How to make a complaint 

You can email us at: Or write to us at: Agility Fleet, Meridian House, Saxon Business Park, Bromsgrove, Worcestershire B60 4AD.

You can also telephone us on the following number: 01527 571600

When you contact us please ensure you include the following information:

  • The division of the Agility Fleet to which your complaint refers
  • A contact name (if you have one)
  • A clear description of the complaint
  • Your preferred method of contact


Our Process 

If you complain in writing, by letter, or email, we aim to respond within 5 working days, upon receipt of the complaint. If it is not possible to give you a full reply within this time (for example, if your complaint requires more detailed investigation), we will tell you what is being done and when you can expect a full response.

We will acknowledge where things could have been done better, and tell you what will be done to avoid the same thing happening again. Equally, if we do not uphold your complaint, we will let you know why. Our response to you will include details of what to do if you believe your complaint has not been dealt with properly.

Should you wish to appeal the findings of any investigation by the Operations Manager or if you believe your complaint has not been dealt with properly, you should start by contacting us again, asking for your complaint to be dealt with directly by the Managing Director of the business.

All complaints will be recorded and tracked internally. They will be reviewed at our Monthly Meetings, with the aim of improving our services and support to our customers.