Complaints Process
We encourage you to share any complaints you may have with us.
We are committed to delivering a first-class service to all our customers. If, however, you are left disappointed or dissatisfied, your feedback is crucial to us. We want to know if you are unhappy with any aspect of our service, as your comments help us make improvements and ensure we meet your expectations, both now and in the future.
How to Contact Us
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by phone, in person, in writing or by email at the following address:
Halesowen Self Drive
Oak Lodge Buildings
Furnace Hill
Halesowen
B63 3LZ
hello@halesowenselfdrive.co.uk
Complaints by e-mail
While we typically respond to email complaints using your provided email address, there may be times when a postal response is necessary. This could be to protect your privacy or if we need to include hard copies of documents. Therefore, please include your full postal address in your complaint email.
How We Will Handle Your Complaint
We will try to resolve your complaint immediately and with the minimum of inconvenience to you. The individual who handles your initial contact will discuss your complaint with you to determine the appropriate steps for resolution. The more information you can provide, the quicker we can try to resolve your grievance.
Sometimes we will not be able to solve the problem for you straightaway. We will acknowledge your complaint in writing within two working days in these circumstances. Our goal is to resolve these matters within 14 days.
If your complaint is particularly complex, it may take longer to resolve.
If, together, we cannot reach an agreement by the end of eight weeks, we will:
- Send you a letter giving you a reason for the delay and an indication of when we expect to provide a resolution
Or
- Issue a final response letter, which will explain our final position.
If, for whatever reason, you are not satisfied with the result of your complaint, please contact the individual who has been handling the matter directly, and they will agree the next steps with you.
If you are still not satisfied you may refer your complaint to our ADR (Alternative Dispute Resolution) provider, which is The Motor Ombudsman, who will investigate the matter.