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Legal

Complaints

Status: in use. The two response windows below are not yet set.

Email us and tell us what happened. A person reads it, looks into it and comes back to you in writing with what we have found and what we propose to do. You are told who is dealing with it. If we cannot put it right between us, we say so plainly and point you to the independent routes rather than letting it go quiet.

How do I raise a complaint?

  • By email

    [email protected] — the quickest route, and it gives us the detail in writing from the start. Put “complaint” in the subject line so it is not read as an enquiry.

A postal address for complaints will be printed here with the registered office details. Owner to confirm

What to include

None of this is required, but all of it gets you a better answer faster.

  • Your name and the best number or email to reach you on.
  • The vehicle and the dates, or your enquiry reference if you have one.
  • What happened, and when.
  • What you would like us to do to put it right.
  • Anything that shows what you mean: a photograph, an email, the handover sheet.

You do not have to call it a complaint for us to treat it as one. If you tell us you are unhappy, that is enough.

What happens after I complain?

Four steps, in this order, every time.

  1. 01 We acknowledge it, and tell you who has it. You get a written acknowledgement with the name of the person dealing with it and what happens next. The window we commit to is being agreed, and it will be stated here as a number of working days. Owner to confirm
  2. 02 We look into it properly. That means the hire record, the handover and collection photographs, the correspondence and, where a partner supplied the car, their account of it. We will come back to you if we need something only you have.
  3. 03 We keep you updated while it is open. If it is taking longer than we expected, you hear that from us rather than having to chase it. Silence is the thing that turns a complaint into a grievance.
  4. 04 We give you a final response in writing. What we found, whether we agree with you, what we are going to do, and what to do next if you are still not satisfied. The window we commit to is being agreed, and it will be stated here in weeks. Owner to confirm

We are not publishing those two windows until we have agreed ones we will actually hold to. A timescale we cannot meet is worse than no timescale, because you plan around it. In the meantime we tell you when to expect an answer at the point you raise it, and we hold to that.

What if the car was one you sourced rather than owned?

Raise it with us either way. Vehicles badged “we can source” are supplied by a vetted partner rather than owned by us, so some of what you are complaining about may sit with them. The introduction was ours, so we take it up rather than hand you a phone number and step back.

We will tell you honestly which parts we can decide and which sit with the supplier, and we will stay in it until you have an answer from whoever has to give it. How the fleet and sourced split works.

What if my complaint is about my personal data?

Send it to the same address and put “data protection” in the subject line. We respond within one month, which is the period the law allows for a data-protection request, and that one is not ours to choose.

You can also go straight to the regulator, at any point, without asking us first and without needing our involvement.

Information Commissioner’s Office

Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Helpline 0303 123 1113

Make a complaint at ico.org.uk

What we hold and why is set out in the privacy policy.

What if we cannot put it right?

Then we tell you that, in writing, rather than repeating ourselves. That point is called deadlock, and reaching it does not end your options.

Independent dispute resolution

At deadlock we will tell you that we cannot resolve the complaint and give you the details of a certified alternative dispute resolution body, along with whether we will take part. Which body that is has not been settled yet, and we are not naming a scheme we have not joined. Owner to confirm

Free independent advice

For free, impartial advice on a consumer dispute at any stage, contact Citizens Advice . You do not have to have complained to us first.

Your legal rights

Nothing on this page, and nothing we say to you, affects your rights under consumer law or your right to take a claim to court. Short-term vehicle hire is not a financial service, so there is no financial ombudsman route for it, and we would rather say that than let you spend a fortnight looking for one.

What we do with complaints afterwards

We keep a record of what happened and what we changed as a result. A complaint that produces no change to how we work has been filed rather than answered.

The other documents

Tell us the dates. We’ll confirm the car.

Send us the dates and a delivery postcode — that is all we need to start. Someone here will come back to you with what is genuinely available and the full cost, deposit, excess and mileage included.

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