1. Introduction
We are committed to providing the highest quality of service and ensuring our customers have a positive experience. However, we understand that issues may arise, and we are dedicated to resolving any complaints promptly and fairly.
2. How to Lodge a Complaint
In-Person
Visit any of our branch to speak directly with a representative. Our staff will assist you in recording your complaint and ensure it is addressed promptly.
Phone
Call us on 01902 420204. Our customer service team is available 08.00am – 5pm Monday to Friday to take your complaint.
Send your complaint to Corporate@tchire.co.uk Please include all relevant details and supporting documentation.
Send your written complaint to: TCHire, Complaints Department, 5 Penn Road, Wolverhampton WV2 4ET
3. Information Required
To ensure we can process your complaint efficiently, please provide the following information:
- Full name
- Contact details (phone number, email address)
- Reservation or contract number
- Detailed description of the complaint (including dates, times, locations, and names of any involved staff members)
- Any supporting documents (receipts, photos, correspondence)
4. Complaint Acknowledgment
Upon receiving your complaint, we will:
- Confirm receipt within 24 hours via the same method it was received (email, phone, etc If we have received a complaint via post we will be in touch via the contact number provided.)
5. Investigation Process
- Assign a Case Manager: A dedicated staff member will be assigned to handle your complaint.
- Gather Information: We will collect all necessary information and documentation from you and relevant company departments.
- Review: Our team will assess the complaint thoroughly, considering all evidence and company policies.
6. Resolution
We aim to resolve complaints within 7-14 business days. We will:
- Communicate the outcome to you, detailing any actions taken to resolve the issue.
- Offer refunds, discounts, apologies, or other compensatory measures as appropriate.
- Provide an opportunity for you to offer feedback on how your complaint was handled.
7. Escalation Process
If you are not satisfied with the resolution, you can:
- Further Review: Request a review of your complaint by a senior manager or our dedicated complaints team.
- External Mediation: A formal complaint can be logged with BVRLA at https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaints-form.html for mediation if internal resolution fails.
8. Recording and Analysis
- Record Keeping: We will maintain detailed records of all complaints and their resolutions for two years.
- Analysis: Regularly review complaint data to identify trends and areas for improvement in our services and processes.
9. Continuous Improvement
We use insights gained from complaints to:
- Improve our services and customer policies
- Enhance staff training
- Implement necessary changes and communicate these improvements to our customers and staff