Complaints Procedure
We understand that we don’t always get things right, but we do take every complaint we receive from our customers very seriously. Below you will find all the details you need to log your complaint and our procedure.
What to do if you have a complaint
If you have a complaint about any aspect of our service, we would like to hear from you. To help us investigate and resolve your concerns as quickly as possible please forward all details to our customer resolutions handler Phil Hannington. You can contact Phil via the below details:
By Email: info@campervango.co.uk
By Telephone: 01904 373112
By Post:
CamperVango UK Ltd
37 Otterwood Lane
York
YO24 3JP
To help us investigate your complaint efficiently please provide the following:
1. Name & contact details
2. Hire details
3. Details of your complaint
4. Copies of any supporting paperwork/evidence/images
What we will do if we receive a complaint from you
We will aim to resolve your complaint as quickly as possible. You will receive an acknowledgement within five working days from us receiving your complaint. We will keep you informed throughout the complaints handling process, which and we endeavour to resolve within 28days. In some cases this may take longer but we will keep you updated throughout the process.
What to do if you are dissatisfied with the outcome
CamperVango UK Ltd is a member of the British Vehicle Rental & Leasing Association (BVRLA). In the unfortunate event you have an unresolved complaint you can refer the matter to the BVRLA’s Dispute Resolution Service by clicking the link below:
https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html
Alternatively, you can post details of your complaint to:
British Vehicle Rental & Leasing Association
River Lodge, Badminton Court
Amersham, HP7 0DD
The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days
