We will acknowledge your complaint within 3 working days.
We do our best to resolve issues straight away or within 3 working days.
If we manage to reconcile the complaint straight away or within 3 working days, we send you a summary of what we did.
If we can’t resolve your complaint immediately, we will provide you with a timescale and keep you regularly updated with our progress.
To the best of our ability, we will try to remedy your complaint within 30 working days. However, whether we have resolved it or not, you will receive communication from us detailing our investigations.
Within 60 working days, we will provide a final response will full details of our investigations. If we cannot do this for any reason, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.
If it is not possible to resolve your complaint within this timeframe, GRIDSERVE will set out the reasons for delay and an indication of when your complaint is expected to be resolved.
4. Further action
We will do everything we can to successfully resolve your complaint, but in the rare cases you feel our response does not satisfy your concerns, please let us know. We want to make sure we have done everything we can.
GRIDSERVE’s financial promotions are regulated by ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority. If ITC Compliance Limited are unable to resolve a complaint in relation to a financial promotion, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. But you must do so within six months of ITC Compliance’s final response letter’s date.
The Financial Ombudsman Service offers a free, independent complaint resolution service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of GRIDSERVE’s final response letter’s date.
The British Vehicle Rental Leasing Association (BVRLA)
If your complaint relates to the end of contract damage, rejected vehicles, or any breach of the BVRLA code, then you may be entitled to refer your complaint to the BVRLA. We will provide details of this in our final response.
Please note that if your complaint meets the Financial Ombudsman Service criteria, it must be sent to them in the first instance. The BVRLA is not a replacement service for the Financial Ombudsman Service.