The following outlines our policy and procedures for the handling of verbal and written complaints.
1. If your concern cannot be addressed by the branch, it will be escalated to an Area Manager or Regional Head Office (the branch can provide you with the details).
2. Alternatively, you may contact the Customer Service team on 0800 111 4312 or go to Contact Us on www.enterprise.co.uk.
3. All customer queries and complaints will be investigated, and we endeavour to provide a response/decision within five working days.
4. In the unlikely event that you have not been able to resolve the issue after undertaking the above steps, you can contact the British Vehicle Rental and Leasing Association (BVRLA), which offers an independent conciliation service to help both parties reach a satisfactory outcome.