We aim to provide an excellent service to every customer. If something hasn't gone to plan, here's how to raise a complaint and how we'll handle it.
Value Van Rental is committed to dealing with every complaint fairly, promptly and thoroughly. As a member of the British Vehicle Rental and Leasing Association (BVRLA), we follow a clear, staged complaints procedure. Please follow the steps below.
Please first give us the opportunity to put things right by contacting our team directly. Complaints should be made in writing, by email or letter, so we have a clear record of your concerns.
Email: info@valuevanrental.com
Phone: +44 (0) 28 944 63574
Address: Karl Business Park, 92 Old Ballyrobin Road, Muckamore, Antrim, BT41 4TJ
We aim to provide a detailed written reply within 14 days of receiving your complaint.
If you are not satisfied with our initial response, you can request that your complaint is reviewed by a member of our senior management team. In line with standard practice, we have up to 8 weeks from the date of your original complaint to issue a final response letter.
If you remain dissatisfied with our final response, or if 8 weeks have passed without a resolution, you can seek independent help and advice from the following:
As a BVRLA member, disputes about your vehicle rental can be referred to the British Vehicle Rental and Leasing Association, which can act as an independent conciliator. Visit bvrla.co.uk for details.
The dedicated service for Northern Ireland consumers to report traders and get advice on their rights. Call 0300 123 62 62 or visit nidirect.gov.uk.
Applicable only if your complaint relates to a regulated financial service, such as an insurance or finance agreement attached to your rental.
For disputes involving financial loss (for example, disputed damage charges), you can use the Small Claims Process through the Northern Ireland Courts and Tribunals Service. See nidirect.gov.uk/small-claims-process.
Value Van Rental UK Ltd is a member of the BVRLA. We take all complaints seriously and use your feedback to improve our service.
