Complaints Procedure

/Complaints Procedure
Complaints Procedure 2018-12-05T10:50:46+00:00

Minehead Van and Car Hire Complaints Procedure

Introduction
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

If you have a Complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from customers to help us improve the service we provide. We treat all complaints in confidence

Complaints Procedure

 Complaints can be made by letter to;

Unit 12,
Vennlands business centre,
Mart Road,
Minehead,
Somerset,
TA245BJ

Or by Calling us on 01643 703283

Or by emailing us at info@mvachire.co.uk

• 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 complaint’s procedure, they are able to contact The Financial Ombudsman, details can be found at:
http: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