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Weekend Rental Complaints

We understand we don’t always get things right every time and sometimes customers will feel it necessary to complain. We take every complaint we receive from a customer very seriously, logging, investigating, resolving and reporting back to customers where our service has not met our usual high standards. On this page we have provided contact details should you wish to report a complaint, details of our complaints process as well as other helpful information about timings and the regulatory bodies that oversee our complaints process.

How to make a complaint

We deal with all customer complaints in a fair and prompt way. Complaints can be made verbally or in writing via telephone, email or post. We find most complaints can be resolved by speaking directly to the team responsible for your claim. To raise a complaint with us please:

  • Call us on: 0345 142 2111 or Email us at:
  • Write to: The Quality Compliance Executive, Auxillis Services, Pinesgate, Lower Bristol Road, Bath, BA2 3DP

We will contact you within five working days of receiving your complaint to confirm receipt and inform you of the action we plan to take. We will try to resolve the problem and provide an answer within four weeks. In some cases it may take us more than four weeks - but we will advise you of any further time we require - and you will receive a full and final response within eight weeks of the original complaint being made.

If we have not given you an answer in eight weeks or you believe that your complaint has not been resolved satisfactorily we would be prepared to take part in an Alternative Dispute Resolution procedure. We are a member of the British Vehicle Rental and Leasing Association (BVRLA), and you may refer the matter to their Conciliation Service The BVRLA is approved as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The BVRLA can be contacted at: BVRLA, River Lodge, Badminton Court, Amersham HP7 0DD. Email: or on-line at

Additionally, if you entered into your hire agreement online and you have any unresolved complaint you may also use the European Commission’s online dispute resolution portal via this link -

This complaints procedure does not affect any legal right you may have to take action against us.