How to complain
Of course, we hope that you will not need to make a complaint, however should you wish to, the following steps will allow your complaint to be dealt with in a speedy manner, in accordance with predefined timescales.
Should you have a complaint about the hire agreement you have entered into, you should direct this to ITC Compliance, using the contact information below. As Freedom Rental Limited are an Appointed Representative of ITC Compliance Ltd, which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486), complaints of this nature should be registered with them. Your complaint will be reviewed in accordance with timescales prescribed within ITC Compliance Ltd’s complaint process, “The Steps We Take To Handle Complaints”.
If you have a complaint of this nature, please contact ITC Compliance on either complaints@itccompliance.co.uk, by post to ITC Compliance Ltd, Monarch Court, Emersons Green, Bristol, BS16 7FH, or by calling 0117 440 3700.
If your complaint is in relation to anything else, for example a dispute about the condition of the vehicle, you should follow the steps outlined below.
You can make a complaint by email or post.
You can send an email to complaints@freedomrental.co.uk. or in writing to Customer Services Team, Freedom Rental, PO Box 464, Wilmslow, SK9 0HA
We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.
Our standards for handling complaints
- We treat all complaints seriously, whether they are made by letter or by email
- You will be treated with courtesy and fairness at all times - we would hope, too, that you will be courteous and fair in your dealings with our staff at all times
- We will deal with your complaint promptly - we will acknowledge receipt of a written complaint within 2 working days and we will send you a full reply within 10 working days of receipt
- If we cannot send a full reply within 10 working days of receipt we will tell you the reason why and let you know when we will be able to reply in full
Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018 and subsequent amendments.
The stages of the complaints procedure:
Stage 1
This is the first opportunity for the department to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the Customer Services Management team.
Stage 2
If you remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for Freedom Rental Ltd. As a member of the BVRLA (British Vehicle Rental & Leasing Association] we participate in their Dispute Resolution Service. If you wish to utilise this, then all complaints should be directed online at https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html If you do not have access to the internet, details can be sent by post to:
British Vehicle Rental & Leasing Association
River Lodge, Badminton Court
Amersham, HP7 0DD
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days.
What is covered under the Dispute Resolution Service?
The Dispute Resolution Service will investigate potential breaches of this Code of Conduct, which sets out the standards the BVRLA expects from its members. The Dispute Resolution Service can only look at matters that relate to disputes arising from the activities of BVRLA members.
Remedies
When we get things wrong we will act to:
- accept responsibility
- explain what went wrong and why
- put things right by making any changes required
The action we take to put matters right in response to a complaint, can include any combination of the remedies set out in the list below.
- A sincere and meaningful apology (explaining what happened and or what went wrong)
- Remedial action, which may include reviewing or changing a decision on the service given to an individual complainant
Service desired by complainant (immediately, if appropriate) - Putting things right (for example change of procedures to prevent future difficulties of a similar kind, either for the complainant or others)
- Training or supervising staff
- Unjustified charges refunded to the extent unjustified
Compensation
The BVRLA Dispute Resolution Service does not have any jurisdiction to award compensation payments.
In the majority of cases, remedies other than financial compensation will satisfy the complainant. Financial compensation is therefore a final option, and will only apply in cases where the loss or suffering is considered to warrant such a payment.
As per the contract you have signed with ourselves, our total liability shall not exceed £100 and we shall not be liable for:
- Loss of profits;
- Loss of sales or business;
- Loss of agreements or contracts;
- Loss of anticipated savings;
- Loss of use or corruption of software, data or information;
- Loss of or damage to goodwill; and
- Indirect or consequential loss.
The reason for our decision will be recorded by the decision maker and included in our response.
Recording complaints
We will log all complaints we receive so that we can monitor the types of problems, the best way to sort them out and how long we are taking to deal with them. This also helps us to take a closer look at how we can improve our own service delivery. We will handle your information in line with data protection legislation.