Our Complaints Policy

At AK Vehicle Rental, we are committed to providing a high standard of service, reliable vehicles and a smooth rental experience for every customer. Our goal is to ensure that every interaction you have with us meets or exceeds your expectations. We value our customers greatly and take our obligation to deliver safe, well-maintained vehicles, clear communication and helpful support seriously.

However, we understand that on occasion, things may not go as planned. If you are ever dissatisfied with any aspect of our service whether it’s related to our vehicles, our processes or your overall experience we want to know about it. Your feedback gives us the opportunity to put things right and to continually improve the service we provide.

We welcome complaints in any form whether spoken, written, emailed or sent through our online channels. No matter how you choose to contact us, we promise to listen carefully, respond promptly and work toward a fair and timely resolution.

 

Purpose of This Policy

This policy sets out how we handle complaints from our customers. It is designed to:

• Ensure complaints are taken seriously and dealt with professionally
• Provide a clear process for raising and resolving complaints
• Promote continuous improvement in our services

 

How to Make a Complaint

You can make a complaint in any of the following ways:

In person – Speak to a member of our staff at our AK Vehicle Rental Depot.

By phone – call us on 0141 848 1515

By email – send details of your complaint to mk@akrental.co.uk

Online – submit via our website contact form at www.akrental.co.uk

By post – write to us at 19 Underwood Rd, Paisley, PA31TQ

When making a complaint, please provide as much information as possible, including:

• Your name and contact details
• The date and location of the incident or issue
• A description of what happened
• Any supporting evidence (e.g., booking confirmations, photographs, receipts).\

 

Our Complaints Process

1. Acknowledgement

We will acknowledge receipt of your complaint within 2 working days of receiving it.

2. Investigation

A member of our management team will review your complaint and may contact you for further details. We aim to investigate and respond fully within 14 working days.

3. Resolution

We will provide a clear explanation of our findings and any actions we will take to resolve the matter. If compensation or a goodwill gesture is appropriate, we will confirm this in writing.

4. Escalation

If you are not satisfied with our initial response, you may request that your complaint be reviewed by a senior manager or director. We will respond to escalated complaints within 5 working days of receiving your request.

5. Our Commitment

We promise to:

• Treat every complaint seriously and with respect
• Handle all information confidentially
• Learn from complaints to improve our service
• Keep you informed throughout the process

6. Continuous Improvement

We regularly review complaints data to identify trends and areas for improvement. Our aim is to reduce the likelihood of similar issues arising in the future and to enhance the overall customer experience.

7. Further Steps

We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman: http:www.financial-ombudsman.org.uk

Non-financial complaints can be directed to Trading Standards

The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk

8. Contact Details

AK Vehicle Rental – Customer Service
19 Underwood Road, Paisley, PA31TQ
Phone: 0141 848 1515
Email: mk@akrental.co.uk
www.akrental.co.uk