Customer Services
What if I have a complaint about your service?
Our Customer Care team will be happy to help you resolve any complaint you might have.
You can contact the team using the published details the Contact Avis section available here: ContactAvis if you've had a problem with a rental in the UK, then we aim to respond within 5 working days, or if you rented abroad and we need to investigate with our colleagues in another country then we aim to respond within 15 days. If your complaint is about a damage charge, then we may need up to 30 days to investigate and respond to you.
Our customer care teams are trained and empowered to resolve issues for you, and in the majority of cases they will be able to do so. However, we do have an escalation procedure so if you feel that your case hasn't been given due consideration, you can ask to have it reviewed by the Customer Care Manager. The Manager will review your case and respond to you within 2 working days. If the Manager hasn't been able to resolve matters then you may request a final review from the Head of Customer Support. You will receive a response within 5 working days of your request for a final review. In the unlikely event that the issue remains unresolved, you may refer your case to the British Vehicle Rental Leasing Association www.bvrla.co.uk which provides a conciliation and arbitration service. Director General BVRLA River Lodge, Badminton Court Amersham, HP7 0DD.
What if I have been charged for something incorrectly?
Please compare your invoice against the initial quote to see if you have been charged for any additional services. If you still think that you have been charged incorrectly, then please contact customer service by calling 0844 544 6666.