At Dravental Car Hire Company, we are committed to delivering high-quality services and maintaining a culture of continuous improvement. We value feedback from our clients and view complaints as an opportunity to improve our services. This policy outlines the procedure for handling complaints in a professional, timely, and transparent manner
This policy applies to all complaints received from clients or stakeholders regarding any aspect of our car hire services.
Step 1: Submission of Complaint
Clients may submit a complaint in writing via email, letter, or through our
website contact form. The complaint must clearly state the issue, relevant
details (such as dates, vehicle registration, and names), and any supporting
evidence.
Step 2: Receipt and Referral
• Admin staff must pass on any formal complaint to management within 6
hours of receipt.
• Complaints should be registered in the company’s complaint log for tracking
and follow-up.
Step 3: Acknowledgement
• An official acknowledgement letter will be sent to the client within 24 hours
of receiving the complaint.
• A follow-up telephone call must also be made to the client within this period
to confirm receipt and provide assurance of ongoing investigation.
Step 4: Investigation
• Management will conduct a full investigation of the complaint, which may
include interviewing staff, reviewing documentation, and inspecting vehicles
or service records.
• All investigations must be carried out objectively, with a focus on resolving
the issue and preventing recurrence.
Step 5: Formal Response
• A written formal response detailing the findings of the investigation and the
action taken (if any) will be sent to the client within a reasonable timeframe
after the complaint is acknowledged, preferably no later than 7 working days,
unless further time is required.
• The response should include any corrective action taken and steps to ensure
similar issues do not reoccur
All complaints will be handled with confidentiality and in accordance with data protection regulations. Information will only be shared with those directly involved in the investigation and resolution process
Complaints will be monitored regularly, and trends will be reported to senior management to support service improvement and risk management. The complaint policy will be reviewed annually or as needed.