We are committed to providing excellent service to all our customers. However, if something goes wrong, we want to know about it and put it right. As members of the British Vehicle Rental & Leasing Association (BVRLA), we follow their Code of Conduct for complaint handling.
- How to Make a Complaint
You can raise a complaint in any of the following ways:
– By email: info@pitterselfdrive.co.uk
– By phone: 02380 474443
– In writing: Pitter Self Drive, Botley Road, West End, Southampton, SO30 3HA
– In person: At our rental office
Please include:
– Your name and contact details
– Your rental agreement number
– A description of the issue (including dates, times, and any supporting evidence such as photos or documents)
2 Our Complaints Process
Step 1 – Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it. You’ll be given the name of the staff member handling your case.
Step 2 – Investigation
A senior member of our team (not directly involved in the issue) will investigate your complaint. We may contact you to request further information.
Step 3 – Response
We will aim to resolve your complaint within 10 working days. If it takes longer, we’ll update you on progress and explain why. We’ll provide a written outcome, confirming any actions we’ll take (e.g., refund, corrective action, staff training).
3. Escalation – BVRLA Conciliation Service
If you are not satisfied with our final response, or if we fail to resolve your complaint within 8 weeks, you can refer your case to the BVRLA’s Conciliation Service:
BVRLA Conciliation Service
River Lodge, Badminton Court, Amersham, HP7 0DD
Email: complaint@bvrla.co.uk
Phone: 01494 434747
Website: www.bvrla.co.uk/consumer-complaints
4. Continuous Improvement
We review complaints regularly to identify patterns, improve our service, and ensure staff receive any necessary training.
