Complaints Procedure

If you are not happy with any aspect of our services please see below our complaints process.

Firstly, please contact the person who is working on your case or their manager to discuss your concerns and they will do their best to resolve any issues at this stage.

To make a formal complaint, please contact the Compliance department with the details. You can use our dedicated email address info@www.arrowcarhire.co.uk

Arrow Car Hire is dedicated to delivering exceptional service at all times and ensuring fair treatment for our customers. However, we recognize that problems can occur. If you have a grievance, please follow the guidelines below. Your feedback is valuable and helps us enhance our services.

Reach Out by Telephone

If you have a complaint, begin by contacting our head office on 020 3930 9973. Our customer service representatives will listen to your concerns and aim to provide an initial resolution. We will update you within 48 hours regarding the progress of your complaint. Should you feel that the response is inadequate or unsatisfactory, you are entitled to escalate the matter by requesting to speak with a director for additional support. Our directors are committed to resolving customer issues swiftly and effectively.

Submit a Written Complaint

Should your issue remain unresolved by phone, we ask that you submit the details in writing for further review. A written complaint allows us to conduct a thorough investigation and provide a comprehensive response. When submitting your complaint, include a comprehensive description of your concern, any supporting documents such as rental agreements, receipts, or correspondence, and your contact information, including a daytime telephone number. This detailed information will help us address your inquiry more efficiently and accurately.

Send your written complaint via email to info@www.arrowcarhire.co.uk. Upon receipt of your email, our dedicated complaints team will acknowledge your complaint within 24 hours and begin the investigation process. We aim to provide a full response within 10 working days, although more complex issues may take longer. We will keep you informed of our progress and any steps we are taking to resolve your complaint.

Commitment to Resolution

By following these steps, your complaint will be managed promptly and effectively. We value your feedback as it helps us identify areas for improvement and enhance our services. Our goal is to resolve any issues to your satisfaction and ensure a positive experience with Arrow Car Hire. We appreciate your patience and cooperation throughout the complaints process.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman. What will happen next ….

1. Your compliant will be acknowledged within a maximum of 2 days of receiving it and we will send you a copy of our complaints procedure.

 2. A member of our Compliance department will then investigate your complaint and contact you by phone

. 3. Upon completion of the investigation, the outcome along with our findings will be communicated to you in writing and may include suggestions for resolving the matter.

4. We aim to investigate and respond to all complaints, where possible, within 21 working days of acknowledging receipt of your complaint.

5. Upon receiving our response, if you are still dissatisfied, you should contact us again within fourteen days . we shall then review this again

6. We will let you know the outcome within 14 days

7. If you are still not satisfied then you may want to seek legal advice