Complaints Procedure

At Cheshire Vehicle Hire, part of the Auto Leasing and Priory Rentals Group, we are committed to providing a reliable and professional service. We recognise that on occasion things may go wrong, and when they do, we take every complaint seriously. Below you will find all the information you need to submit a complaint and understand how we handle it.

How to Make a Complaint

If you are unhappy with any part of our service, we want to hear from you. Sharing your concerns helps us improve and allows us to put things right as quickly as possible.

Please send all complaint details to our Operations Manager using one of the contact methods below:

By Email:

toni@prioryrentals.co.uk

By Post:

Priory Rentals – Customer Resolutions
 Badge Brow Service Station
Union Road
Oswaldtwistle
Accrington
BB5 3DA

To help us investigate your complaint efficiently, please include:

 

    • Your full name and contact details

    • Hire reference or booking details

    • A clear summary of your complaint

    • Any relevant documents, images, or supporting evidence

What Happens Next

We aim to resolve your complaint as quickly and fairly as possible.

 

    • You will receive written acknowledgement of your complaint within five working days of us receiving it.

    • We will keep you updated throughout our investigation.

    • Our goal is to provide a full resolution within 28 days. In some cases this may take longer, but we will ensure you are kept informed of progress.

If You’re Not Satisfied With Our Final Response

If you are unhappy with the outcome or the way your complaint has been handled, you can escalate the matter to the BVRLA Conciliation Service. The BVRLA provides an independent Alternative Dispute Resolution service for our industry.

More information can be found on their website: BVRLA Conciliation Service

Your complaint can be submitted to the BVRLA using the details below:

By Email:

complaint@bvrla.co.uk

By Post:

BVRLA
 River Lodge
Badminton Court
Amersham
HP7 0DD