We value our customers feedback and always welcome your opinion or views on both the products or services we offer as well as our staff and premises.
Any feedback or complaints we receive form part of a continuous programme of improvement and adaptation allowing us to provide the best possible level of service to customers both present and future.
Complaints
In the event that you feel it is necessary to raise a complaint we will always strive to ensure this is dealt with by the appropriate member of our team and aim to reach a quick resolution that respects and values the person whom has raised the complaint.
Our complaints management procedure aims to:
- Allow us to respond to people who raise complaints in a timely and efficient manner.
- Increase customer confidence in our administrative process
- Provide us with information which we can use to improve the quality of the products or services we offer and for ongoing staff training.
If you wish to offer your feedback or file a complaint please use the link below to contact us, your enquiry will be allocated to an appropriate member of our local team who will aim to get back to you within 24 hours.
If our Local staff are unable to resolve your complaint then the matter will be passed to senior staff. Similarly if you feel that your complaint has not been addressed correctly or the resolution offered to not be satisfactory you may wish to request that the matter be dealt with by a senior member of our management team.
As an accredited member of the British Vehicle Hire & Leasing Association (BVRLA) In the unlikely event that we are unable to resolve your complaint, reach a mutually agreeable resolution or you are not satisfied with the resolution offered we will look to refer the matter to the BVRLA who will act as an intermediary in offering alternative dispute resolution (ADR).
You can find more information on the BVRLA and there ADR procedure here:
