Complaints Procedure - Updated 2018

It is rare that we receive any complaints but we do take complaints about our vehicles, staff and levels of service very seriously. If you are not satisfied, please follow the process for raising a formal complaint.

If you want to speak to someone about a complaint, you can call our team on 01227 274089 (lines are open 9am to 5pm, Monday to Friday, excluding bank holidays), where we will try to resolve the issue if we can..If you prefer to put your complaint in writing, in the first place, write to the person who handled your query – that’s usually the quickest way to resolve a problem. If you’re still not satisfied, ask for your complaint to be escalated to our management team.

We will need:

a clear, detailed description of what your complaint is about
copies of any letters or emails related to the complaint
a correspondence case reference number, if you have it
your email address or postal address (so we can reply)


We aim to respond to complaints within 20 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply.If the problem is still unresolved, you can make a formal complaint to our company owners.

What happens next:

When you’ve made your complaint, we will:

send an email to let you know that we’ve received it (as long as you’ve provided a valid email address)
investigate your complaint, looking at whether your questions were answered,
whether you suffered any injustice or hardship, and what remedy would be fair and proportionate in the circumstances


You can make a formal complaint by post, online or by phone.

Write to:
Victoria Hire LLP
Victoria Garage, Unit 45
Joseph Wilson Industrial Estate
Whitstable, Kent CT5 2PS

Email - andy@victoriahire.co.uk



WHITSTABLE BRANCH

Victoria Hire LLP
Victoria Garage, Unit 45,
Joseph Wilson Ind Estate
Whitstable, Kent
CT5 3PS

tel: 01227 274089
info@victoriahire.co.uk
FAVERSHAM BRANCH

Victoria Hire LLP
All Tyres & Wheels
Ospringe Road
Faversham, Kent
ME13 7LG

tel: 01795 858408
info@victoriahire.co.uk
GENERAL INFORMATION

Copyright © 2019 Victoria Hire
All Rights Reserved
OUR OPENING TIMES 

Monday to Friday:  08:00 - 17:30
Saturdays:  08:00 - 13:00
Sundays & Holidays:  CLOSED 

For those wishing to return vehicles out of our working hours, we operate a secure 24/7 key deposit facility at our Whitstable branch. Vehicle return to Faversham is during working hours only.

Note hire is subject to valid ID, deposit, age restrictions and our terms & conditions.