Complaints Procedure

We aim to provide an excellent level of service to our customers but are aware from time to time things can go wrong.

If you have a complaint you can either telephone us on 0845 299 0450 or email us at

What we will do

We shall acknowledge your complaint within 5 working days of receipt and provide you with a reference number

We shall investigate your complaint fully and aim to send a final response to you within 10 working days. If your complaint requires more time to investigate we shall keep you up to date with our progress and will send a final response to you no later than 8 weeks from the date we received your complaint.

We aim to resolve all complaints but should you still feel unhappy with our response you can contact the BVRLA Conciliation Service which exists to help resolve complaints. You can submit your complaint to them in writing or by e-mail to:

Chief Executive
British Vehicle Rental and Leasing Association
River Lodge, Badminton Court
Amersham, HP7 0DD

You may also have the right to refer any unresolved complaints to the Financial Ombudsman Service.

Further information can be found at: