Car or Van Specialist Vehicle Hire Ltd
Morbec Farm
Southend Arterial Road
Wickford
Essex
SS12 9JF
Car or Van Specialist Vehicle Hire Ltd is committed to providing excellent customer service. We recognise that, on occasion, things may not go as expected. We view complaints as an opportunity to learn, improve our services, and restore customer confidence wherever possible.
We are committed to handling all complaints fairly, consistently, professionally, and in accordance with the British Vehicle Rental and Leasing Association (BVRLA) Code of Conduct.
A complaint is any expression of dissatisfaction, whether written or verbal, regarding:
Complaints may be submitted by:
Email: hire@carorvan.co.uk
Post:
Customer Services
Car or Van Specialist Vehicle Hire Ltd
Morbec Farm
Southend Arterial Road
Wickford
Essex
SS12 9JF
Customers should include:
We will acknowledge receipt of every complaint within 5 working days, in line with BVRLA requirements.
A manager who has not been directly involved in the matter will investigate the complaint by:
Our aim is to provide a full written response within 30 working days.
If additional time is required due to the complexity of the investigation, we will keep the customer informed and provide regular progress updates.
Following our investigation we may:
Where appropriate we may:
If a customer remains dissatisfied after receiving our final written response, they may refer the complaint to the BVRLA Alternative Dispute Resolution (ADR) Service, provided the complaint falls within its jurisdiction and our internal complaints procedure has been exhausted. The BVRLA operates a government-approved ADR scheme for disputes involving its members.
Further information can be found at:
https://www.bvrla.co.uk
Please note that the BVRLA will normally only consider complaints once we have issued our final response.
We maintain a secure complaints register recording:
Records are retained in accordance with our Data Protection Policy and applicable legal requirements.
All complaints are reviewed periodically by senior management to identify:
Where systemic issues are identified, corrective actions will be implemented.
All complaints are handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Information will only be shared where necessary to investigate and resolve the complaint.
Customer Services
Car or Van Specialist Vehicle Hire Ltd
Morbec Farm
Southend Arterial Road
Wickford
Essex
SS12 9JF
Email: hire@carorvan.co.uk
Website: www.carorvan.co.uk
Approved by: Managing Director
Review Frequency: Annually, or sooner if legislation, BVRLA requirements, or business operations change.
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