Complaints Procedure - Updated 2018

It is rare that we receive any complaints but we do take complaints about our vehicles, staff and levels of service very seriously. If you are not satisfied, please follow the process for raising a formal complaint.

If you want to speak to someone about a complaint, you can call our team on 01227 274089 (lines are open 9am to 5pm, Monday to Friday, excluding bank holidays), where we will try to resolve the issue if we can..If you prefer to put your complaint in writing, in the first place, write to the person who handled your query – that’s usually the quickest way to resolve a problem. If you’re still not satisfied, ask for your complaint to be escalated to our management team.

We will need:

a clear, detailed description of what your complaint is about
copies of any letters or emails related to the complaint
a correspondence case reference number, if you have it
your email address or postal address (so we can reply)

We aim to respond to complaints within 20 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply.If the problem is still unresolved, you can make a formal complaint to our company owners.

What happens next:

When you’ve made your complaint, we will:

send an email to let you know that we’ve received it (as long as you’ve provided a valid email address)
investigate your complaint, looking at whether your questions were answered,
whether you suffered any injustice or hardship, and what remedy would be fair and proportionate in the circumstances
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You can make a formal complaint by post, online or by phone.

Write to:
Victoria Hire Limited
Victoria Garage, Unit 45
Joseph Wilson Industrial Estate
Whitstable, Kent CT5 2PS

Email - andy@victoriahire.co.uk