Complaints
Complaints Procedure
If something has gone wrong, tell us. We would rather hear about it and fix it than have you left unhappy.
This document is a draft prepared for legal review. It has not been reviewed or approved by a solicitor and should not be relied on until it has been.
How to complain
Contact us directly in the first instance. A complaint made to us is dealt with by a person, not a queue.
- Complaints contact
- lrbrandsltd@gmail.com
- Telephone
- +44 7424 630939
- Postal address
- Bristol, Cardiff, London, Surrey, Essex and Kent
What to include
The more of this you can give us, the faster we can look into it:
- Your name and the best way to contact you
- The vehicle and rental period the complaint relates to
- Your application or agreement reference, if you have one
- What happened, and when
- What you would like us to do to put it right
- Copies of anything relevant, such as photographs or correspondence
What happens next
- Acknowledgement
- This information is being confirmed.
- Investigation and response
- This information is being confirmed.
- If you are not satisfied
- This information is being confirmed.
Our acknowledgement and response targets are being confirmed. We are not publishing a timescale we have not committed to internally.
Taking it further
If we cannot resolve your complaint between us, you may have the right to take it further.
We are not a member of any trade association or alternative dispute resolution scheme unless it is named on this page. No such membership is claimed at present, and none will be stated here unless it genuinely exists.
Complaints about your information
If your complaint is about how we have handled your personal information, please contact our privacy contact.
- Privacy contact
- lrbrandsltd@gmail.com
You also have the right to complain to the Information Commissioner's Office at ico.org.uk, and you can do that without contacting us first.