luxe drive rentals - Complaints Policy

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Luxe Drive Rentals, trading under Luxe Drive Rentals Ltd, is committed to providing the highest level of service to all our clients. However, we understand that there may be occasions when our service does not meet your expectations. If this happens, we are dedicated to resolving your concerns as quickly and efficiently as possible.

How to Make a Complaint

If you wish to make a complaint, please contact us via letter, email, or telephone using the following details:

ADDRESS:
FAO The Manager
Luxe Drive Rentals Ltd
39, Unit 3 Autumn Street

London

E3 2TT

EMAIL: luxedriverentalsltd@hotmail.com

TELEPHONE:

We will acknowledge receipt of your complaint using your preferred method of communication within seven working days.

Our Process

1. We aim to resolve all complaints within 30 days of receipt.
2. If it is not possible to provide a resolution promptly, we will contact you with an explanation and outline the expected timescales for resolving the matter.
3. Throughout the process, we will maintain open communication to ensure you are kept informed about the progress of your complaint.

Alternative Dispute Resolution

At Luxe Drive Rentals, we aim to resolve all customer complaints internally. However, if you are not satisfied with the final outcome of our complaints procedure, you have the option to escalate your concern to the British Vehicle Rental and Leasing Association (BVRLA) Conciliation Service, an approved Alternative Dispute Resolution service.

Details can be found on the BVRLA website at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk.

We value your feedback and are committed to improving our services based on your concerns. Thank you for giving us the opportunity to resolve any issues you may experience.