Ensuring problems are handled fairly and efficiently
At Kenhire we strive to deliver a high level of service and ensure that our customers never have cause to complain. However, we realise that sometimes things don’t go according to plan. Where this results in any kind of complaint, we need to ensure that we have the right procedures in place to be able to put things right quickly and amicably.
What counts as a complaint?
A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.
What happens after you’ve made a complaint?
We will try to resolve your complaint as quickly as possible. We will give you an explanation and an apology for any problems we have caused, and take action to put things right.
How to make a complaint
We follow a series of steps to enable us to handle your complaint and reach a resolution as quickly and effectively as we can.
STAGE ONE
Contact us in one of the ways listed below. We will try to deal with your complaint straight away, but an initial response will be given within five working days. If we can, we will give you an explanation and an apology for any problems we may have caused. We may call you or write to you, depending on the best way to handle your complaint.
Our contact details
Our opening hours are 8:00am – 5:30pm Monday to Saturday
For vehicle rental complaints:
Rental Supervisor – Samantha Jones
01233 622991
Or write to us at:
Kenhire Limited
Henwood Industrial Estate
Ashford, Kent
TN24 8DX
STAGE TWO
If you are still not happy with our explanation, your complaint may be escalated to our Commercial Director. A full review of your complaint will be conducted, and a written response provided within 10 working days, telling you what progress is being made.
Write to Olivia Gannon, Commercial Director, at the address above. If you wish to discuss your complaint with her in person, please call 01233 622991 to arrange an appointment.
We aim to resolve all Stage Two complaints within a maximum of 15 days.
STAGE THREE – VEHICLE RENTAL AND LEASING COMPLAINTS
If your complaint concerns a vehicle which has been hired to you, either under a short-term or long-term agreement, you have the option to access the BVRLA conciliation service.
Kenhire Limited are members of the BVRLA (British Vehicle Rental and Leasing Association). The BVRLA operate a conciliation service which will review unresolved complaints between its members and their customers.
If you are unhappy with the final response provided by us, you may refer your complaint to the BVRLA for their consideration. This service is free to use.
Details should be submitted online at https://bvrla.co.uk/consumer-advice/making-a-complaint-adr.html
If you do not have access to the internet, details can be submitted in writing 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. 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.
You can find out more about the BVRLA and its conciliation service at www.bvrla.co.uk