Selected all your options? Now click here >>
Quick contact

Complaints procedure

Complaints Handling Procedure

It is the aim of Motor Republic to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:
email sales@motorrepublic.com
calling us on 0121 794 9073
or write to us at 5 The Croft, Buntsford Drive, Bromsgrove, B60 4JE

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

BVRLA Conciliation Service

We are members of the BVRLA, our membership number is 1463.

Any unresolved disputes may be referred to the BVRLA.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute.

Any information from the member should be sent to the BVRLA within five working days.

Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aim to resolve complaints through the Conciliation Service within 30 days.

Contact details:

  • British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD
  • Email: complaint@bvrla.co.uk
  • Website: http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on this website. However, if you would like to, you can change your cookie settings at any time. Close this message.