Complaints Policy

We are committed to providing high standards of customer service and addressing complaints fairly, efficiently, and transparently.

This Complaints Policy explains how complaints can be submitted and how they will be handled.

How to Submit a Complaint

If you are dissatisfied with any aspect of our products, services, customer support, website, or overall experience, you may submit a complaint through our Contact page, by email, or by telephone using the contact details available on this website.

Please include the following information where possible:

  • Your full name and contact details
  • Details of your complaint
  • Relevant order, booking, or vehicle reference (if applicable)
  • Supporting documents or evidence (if applicable)
  • The resolution you are seeking

Complaint Handling Process

Once a complaint is received, we will:

  • Acknowledge receipt of the complaint
  • Review the details provided
  • Investigate the matter fairly and reasonably
  • Respond with our findings or proposed resolution
  • Take appropriate action where necessary

Response Time

We aim to respond to complaints within a reasonable timeframe. More complex matters may take longer where further investigation is required.

Fair Resolution

We are committed to resolving complaints in a professional, impartial, and constructive manner. Where a complaint is found to be valid, reasonable steps may be taken to address the issue and improve our services.

Escalation

If you are not satisfied with the outcome of your complaint, you may request that the matter be escalated for further review.

Abuse of Process

Complaints must be made in good faith. We reserve the right to refuse to engage with complaints that are abusive, malicious, fraudulent, repetitive without merit, or intended to harass.

Privacy

Information submitted as part of a complaint will be handled in accordance with our Privacy Policy and used only for complaint handling, investigation, and related administrative purposes.

Policy Updates

We may update this Complaints Policy from time to time by publishing a revised version on this website.

Contact

For complaints or questions regarding this Complaints Policy, please contact us through the website’s Contact page.