Complaints policy
We work hard to look after every hire, but sometimes things go wrong. If you're unhappy with any part of our service, we want to hear about it so we can put it right.
Start with your customer experience manager
Most issues can be resolved quickly by the person who already knows your booking. Call your customer experience manager or our support line, open from 8am to 8pm, and explain what's happened.
Making a formal complaint
If you'd like to make a formal complaint, contact us in writing using the details on our contact page. Please include:
- your name and booking reference;
- what happened, and when;
- any photos or documents that help explain it;
- what you'd like us to do to put it right.
What happens next
- We acknowledge your complaint and tell you who is handling it.
- We look into it. We'll review your booking, the inspection records and photos from collection and return, and any charges.
- We respond in writing with what we found and what we'll do.
Damage and deposit disputes
If your complaint is about damage or your security deposit, the inspection records help. At collection and return, the car is inspected with you and photographed, and a hire can't be closed without both inspections. Every change to your booking is logged. We'll share the relevant photos with you.
If you're still not satisfied
If you're not happy with our response, tell us and we'll review it again. You may also have further options under consumer law.
Your feedback
Complaints help us improve. Whether or not you make a formal complaint, we're always glad to hear how we could have done better.