LCH Complaints Procedure
At LCH, we are committed to delivering excellent service to all our customers. However, we understand that there may be occasions when we do not meet your expectations. If this happens, we welcome your feedback so that we can continue to improve and maintain the high standards we strive for.
How to make a complaint
If you wish to make a complaint, please contact us as soon as possible. To ensure your concerns are handled efficiently, we ask that all complaints be submitted in writing, either by email or post, outlining the full details of your complaint, to the following address:
Complaints Department
LCH Hire
390 Centennial Park
Centennial Avenue
Elstree
Hertfordshire
WD6 3TJ
Email: complaints@lchltd.com
What happens next
We will acknowledge your complaint within 5 working days of receiving it. Our goal is to resolve most complaints within 14 working days. If your complaint is more complex and requires additional investigation, it may take us a little longer to respond, but we will keep you informed throughout the process. In all cases, we aim to provide a final resolution within 30 working days, in accordance with the guidelines set by the British Vehicle Rental and Leasing Association (BVRLA).
If you are unhappy with our decision
We aim to resolve all complaints with the customer fairly and within the guidelines set out by the BVRLA. If you are not satisfied with our final response, you have the right to escalate your complaint to the BVRLA for an independent review.
They can be contacted at:
British Vehicle Rental and Leasing Association Ltd
River Lodge
Badminton Court
Amersham
Buckinghamshire
HP7 0DD
Email: complaint@bvrla.co.uk