Customer Complaints

We aim to give our clients the best car rental experience possible; from reservation to pick-up and return

If your Rental did not meet expectations, or you have a complaint about any aspect, please let us know.

We will liaise direct with you and undertake to respond within 15 business days of the date of receipt of your complaint.

If we cannot respond because we do not have all the necessary information, or we have not completed our investigation, we will inform you within the 15 business day time-frame.

Your complaint will be reviewed by a senior employee (who is different from the employee whose decision is the subject of the complaint).

Our response to the review of your complaint will be in writing and will include:

  • the final decision in relation to the complaint,
  • the reasons for the decision, and
  • the right to take the dispute to external dispute conciliation.

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