Abacus Vehicle Hire is committed to providing high-quality vehicle hire, sales, and workshop services. This policy sets out how customers may raise complaints and how we handle them in a fair, consistent, and timely manner.
1. Scope
This policy applies to all customers of Abacus Vehicle Hire and covers complaints relating to:
- Vehicle hire, including vehicle condition, safety, or suitability
- Vehicle sales, including quality, documentation, or after-sales support
- Workshop and servicing, including maintenance, repairs, or customer service
- Booking, billing, or contractual matters
- Staff conduct or service standards
2. Making a Complaint
Customers may submit complaints via:
- In person: At our offices
- By telephone: Check our Contact page for the relevant phone number
- By email: Check our Contact page for the relevant email address
- In writing: Check our Contact page for the relevant address
Complaints should include:
- Customer name and contact details
- Booking reference, vehicle registration, or invoice number (as applicable)
- Details of the complaint and any supporting evidence (e.g., photographs, receipts, service records)
3. Complaint Handling Procedure
Stage 1: Informal Resolution
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Staff will attempt to resolve complaints immediately where possible.
Stage 2: Formal Complaint
- Complaints not resolved informally will be acknowledged within 3 working days.
- A manager will investigate and respond in writing within 10 working days.
- If additional time is required, the customer will be notified of the revised timescale.
Stage 3: Escalation to Business Owner
- If the customer remains dissatisfied, the complaint may be escalated to the business owner for further review.
- A final written response will be issued within 15 working days of escalation.
Stage 4: Escalation to BVRLA
- For complaints relating to vehicle hire, if the customer is not satisfied with the outcome of the internal review, they may escalate the complaint to the British Vehicle Rental & Leasing Association (BVRLA).
- The BVRLA provides independent review and mediation services.
- Customers may contact the BVRLA via their website: www.bvrla.co.uk
4. Record Keeping
All complaints are recorded, including the nature of the complaint, investigation steps, actions taken, and final outcome. Records are retained for a minimum of two years to support continuous improvement.
5. Review and Continuous Improvement
Complaints are reviewed regularly to identify trends, address systemic issues, and implement improvements across vehicle hire, sales, and workshop services.