Complaints Procedure

Our aim is always to provide an exceptionally high level of service to all of our customers.

Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service, then we would like to hear from you.

If you have a Complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Complaints Procedure

Our complaints contact details are:

Complaints Resolutions
Kev’s Van Rentals (Wilford)
Unit 42, Wilford Ind Est
Ruddington Lane
NG11 7EP

Telephone: 0115 9814333 (Opt 2)


  • We will acknowledge receipt of the complaint by customers preferred method within three working days
  • We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved
  • We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at:
    Non-financial complaints can be directed to Trading Standards
  • The customer may also contact the BVRLA Conciliation Service as an approved Alternative

Dispute Resolution service.

Details can be found at or by contacting