We want every hire to go smoothly. If something isn't right, please tell us — we take all complaints seriously and will do our best to put things right quickly and fairly. This policy explains how to complain and what you can expect from us.
1. How to make a complaint
Please get in touch as soon as you can, using whichever is easiest:
Email: enquiries@swiftylease.co.uk
Phone: 0203 000 7540
To help us look into it quickly, please include:
- Your name and the best way to contact you;
- Your booking reference or vehicle registration, if relevant;
- What happened, with dates and any details;
- How you would like us to put it right.
2. What happens next
We will:
- Acknowledge your complaint within 3 working days of receiving it;
- Investigate it fairly and give you a full response within 14 working days.
If your complaint is complex and we need a little longer, we will let you know why and keep you updated until it is resolved.
3. If you are still not happy
If you do not feel we have resolved things, please let us know and ask us to look again — a senior member of the team will review your complaint afresh.
You always keep your legal rights as a consumer. If we still cannot reach a resolution, you may wish to seek independent advice (for example from Citizens Advice) or pursue the matter through the courts.
4. Complaints about your personal data
If your complaint is about how we handle your personal data, please see our Privacy Notice. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
5. Our commitment
We treat every complaint confidentially, use what we learn to improve our service, and keep a record of complaints for 6 years. Raising a complaint will never affect how we treat you.