Complaints Handling Code

Rent2buycarz Ltd is committed to providing excellent service and endeavours to deal with any complaint fairly and within a reasonable period of time. This excellent service is provided in line with citizens advice best practice guidelines

Contents 

  1. About this code 
  2.  How you can make a complaint 
  3.  How to contact us 
  4.  Resolving your complaint 
  5.  How to escalate your complaint 
  6.  If you're still not happy. 
  7.  Citizens advice bureau
1. About this code

Whilst we always strive to provide the best customer service possible, sometimes things go wrong. If there's anything you're not happy with, please let us know so that we can work with you to put things right and provide a better service in the future.

This complaints code sets out how you can lodge a complaint about any aspect of our service. It tells you how to contact us, what we'll do and (if we aren't able to resolve the complaint to your satisfaction) how you can take things further.   

You can request a free paper copy of this complaints code using our customer services contact details set out below. If there's going to be any delay, for example if a particular format of the code is out of stock, we will let you know.

2. How you can make a complaint

If you're unhappy with any aspect of our service, the best way to contact us is by phone. If you prefer to contact us in writing you can email or write to us instead, but it may take us a little longer to respond.  We have explained our internal complaints handling procedure below. This procedure has been designed to ensure that complaints can be resolved fairly and swiftly.

3. How to contact us

By Phone

  • 01482 298197  
  • Please note that standard charges will apply to all calls. Check with your network operator for rates.  
  • Our operators work from 9am to 5.30pm Monday to Friday.

By Post

  • Rent2buycarz Ltd, The Deep Business Centre, Tower St, Kingston upon Hull, HU28PX
By Email

If you contact us in writing, please don't forget to include your:

  • Full name    
  • Vehicle Registration    
  • Postal address, email address and mobile/landline telephone number and Sufficient details of your complaint to allow us to deal with it, including any steps which have been taken to attempt to resolve the complaint so far.
If you contact us in writing, we will aim to respond to you within 4 hours. If we can't get hold of you by phone, we'll email you (if you've given us your email address), or we'll write to you.

4. Resolving your complaint 

We'll make every effort to resolve your complaint straight away. If that's not possible, we will keep you updated every few days on the steps we are taking and when we expect your complaint to be resolved. The steps we take to investigate your complaint will depend on the particular circumstances.

We endeavour to resolve all complaints within 7 days.

5. How to escalate your complaint

If you're not satisfied with our first response to your complaint, you can ask us to escalate your complaint to our Operations Manager, please email [email protected]

6. If you're still not happy

If we haven't been able to resolve your complaint to your satisfaction by following the process set out in the above sections of this Code or if we reach a 'deadlock' situation at any time, you can refer your complaint to the Citizens Advice Bureau at anytime. 

Their website is https://www.citizensadvice.org.uk

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