Complaints Policy

Introduction

We strive to supply our clients with a first class service and of course we sincerely hope that you will never need to make a complaint.  However, if you are dissatisfied with any aspect of our service we would like to know as soon as possible so we can attempt to resolve the matter and perhaps improve our service going forward. It is also important for you to understand your other options if you remain unhappy following our response to your complaint. 


If you have a Complaint

In the unlikely event that you need to complain about our service we urge you to always contact us as soon as possible. We can usually find and quick and fair resolution. You can complain by letter, email or phone call. 


• Complaints can be made by letter, email or telephone at:

- ADDRESS: Rear of 34 High Street, High Barnet, Barnet, EN5 2HE

- EMAIL: info@wheelsvanhire.co.uk

- TELEPHONE: 02084411818


Complaints Procedure

  • We will acknowledge receipt of the complaint by customers preferred method within three working days
  • We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved
  • We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at: www.financial-ombudsman.org.uk/contact/index.html
  • Non-financial complaints can be directed to Trading Standards
  • The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk 


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