At Driving Test Car Hire, we are committed to providing excellent service to all our customers. We value your feedback and aim to resolve any issues or complaints quickly and efficiently. This Complaint Policy outlines how you can raise a concern, and how we will handle and resolve it.
Driving Test Car Hire
Address: 11 Walton Croft, Cavendish Ave, Harrow, London – HA1 3RH, UK
Contact Number: +44 7771 249645
Email: contact@Drivingtestcarhire.co.uk
1. Purpose
This policy is designed to ensure that any customer concerns or complaints are dealt with in a timely, fair, and professional manner. We encourage feedback as it helps us improve our services.
2. How to Submit a Complaint
If you are dissatisfied with our services, you can submit a complaint using any of the following methods:
- Email: Send your complaint to contact@Drivingtestcarhire.co.uk with the subject line “Complaint – [Your Name]”. Please provide as much detail as possible, including your booking reference (if applicable).
- Phone: Call us at +44 7771 249645 during business hours. One of our customer service representatives will assist you.
- In Writing: You can send your complaint via post to:Driving Test Car Hire
11 Walton Croft, Cavendish Ave, Harrow, London – HA1 3RH, UK
3. Information to Include in Your Complaint
When making a complaint, please provide the following details to help us resolve the issue as quickly as possible:
- Your full name and contact details (email, phone number, etc.)
- Booking reference number (if applicable)
- A detailed description of the issue, including dates, times, and any other relevant information
- Any steps you would like us to take to resolve the issue
4. Acknowledgment of Complaint
We aim to acknowledge all complaints within 2 business days of receiving them. We will inform you of the next steps, including any further information or actions needed from you.
5. Resolution Process
Once we have acknowledged your complaint, we will:
- Investigate the Complaint: We will gather all relevant information to fully understand the issue.
- Contact You for Clarification: If necessary, we may contact you to obtain additional details or clarify certain aspects of your complaint.
- Provide a Resolution: We will aim to resolve the complaint within 10 business days of acknowledgment. In more complex cases, we may require additional time, but we will keep you updated on our progress.
6. Possible Outcomes
- Apology and Corrective Action: If we are at fault, we will offer a formal apology and take appropriate corrective action.
- Refund or Compensation: In some cases, we may offer a refund or compensation if it is deemed appropriate.
- Explanation: If we determine that we followed our policies and procedures correctly, we will provide an explanation and rationale for our decision.
7. Escalation Process
If you are not satisfied with the resolution provided, you can request that your complaint be escalated to a senior manager. They will review the case and respond within 5 business days.
8. External Resolution
If you are still unsatisfied with our final response, you may refer your complaint to an external body for independent review, such as a local trading standards office or the UK Consumer Ombudsman.
9. Confidentiality
We handle all complaints with the utmost confidentiality. Your personal information will be treated in accordance with our Privacy Policy and used only for the purposes of resolving your complaint.
10. Continuous Improvement
We treat all feedback, including complaints, as an opportunity for improvement. We review complaints regularly to identify any patterns or areas where we can improve our services.
Contact Information
If you have any questions or need to submit a complaint, please reach out to us:
Driving Test Car Hire
Email: contact@Drivingtestcarhire.co.uk
Phone: +44 7771 249645
Address: 11 Walton Croft, Cavendish Ave, Harrow, London – HA1 3RH, UK