Customer Care and Complaints Policy

Purpose

This policy sets out Global Autocare Limited’s (Global) commitment to delivering exceptional customer service and establishing a fair, transparent, and effective complaints management process. The policy ensures that all customer feedback, concerns, and complaints are managed professionally, consistently, and within agreed timescales.

Customer Care – Policy Statement

Global is committed to providing high-quality services that meet the needs and expectations of our customers. We recognise that excellent customer care is fundamental to maintaining strong client relationships, enhancing customer confidence, and supporting continuous business improvement.

All employees are expected to:

  •  Deliver services in a professional, courteous, and respectful manner; 
  •  Respond to customer enquiries promptly and effectively;
  •  Demonstrate a helpful, flexible, and solution-focused approach;
  •  Treat all customers fairly and with integrity;
  •  Maintain the highest standards of professionalism in all interactions.

We are committed to ensuring that our services are accessible to all customers and that every customer is treated with fairness, respect, and consideration.

Complaint Management – Policy Statement

Global recognises the importance of an effective complaints management process as part of its commitment to continuous improvement and customer satisfaction.

An effective complaints process enables the company to:

  •  Improve the quality and consistency of services provided;
  •  Strengthen customer trust and confidence;
  •  Enhance the company’s reputation and credibility;
  •  Identify opportunities for operational improvement;
  •  Support employee development and accountability;
  •  Demonstrate compliance with recognised best practice standards.

To support these objectives, Global will:

  • Make this policy available to customers upon request;
  • Record all complaints accurately and confidentially;
  • Acknowledge and respond to complaints promptly, and within a maximum of three (3) working days;
  • Maintain written records of all complaints, investigations, actions, and outcomes;
  • Endeavour to resolve complaints within ten (10) working days wherever reasonably practicable;
  • Monitor complaint trends to identify areas for improvement.

Overall responsibility for complaints management rests with the Directors of Global.

External Procedures – How to Make a Complaint

Global provides customers with clear contact information to ensure that concerns or complaints can be raised efficiently.

In the first instance, customers should contact their designated Account Manager or the relevant department on 0113 391 8040.

The Account Manager will aim to resolve issues promptly and maintain regular communication with the customer throughout the process.

Internal Procedures – Complaint Management

Global is committed to handling complaints fairly, consistently, and impartially.

The relevant department or Account Manager will initially manage all complaints. However, all complaints — including those resolved immediately — must be formally reported to the Head of Contracts & Compliance or the HR Director for monitoring and record-keeping purposes.

The Head of Contracts & Compliance and HR Director are responsible for:

  • Monitoring and reviewing complaints to ensure appropriate handling and resolution;
  • Managing escalations where necessary;
  • Maintaining accurate complaint records;
  • Ensuring complaints are managed confidentially and without bias;
  • Identifying trends and recommending service improvements;
  • Ensuring complaints are addressed within a reasonable timeframe.

Where appropriate, customer feedback and complaint outcomes may be used to review and improve company policies, procedures, and service delivery standards.

Customers should feel confident that all complaints will be treated seriously, professionally, and with appropriate confidentiality.

Confidentiality and Fairness

Global is committed to protecting the confidentiality of customers throughout the complaints process.

All complaints will be managed sensitively and shared only with individuals directly involved in the investigation and resolution process. The company will take reasonable steps to ensure that complaints are assessed objectively and without unfair bias.

Monitoring and Continuous Improvement

Effective monitoring of complaints provides valuable insight into customer experience and operational performance.

The Head of Contracts & Compliance and HR Director will:

  • Review complaints regularly to identify recurring issues or trends;
  • Ensure appropriate corrective actions are implemented;
  • Conduct periodic audits of the complaints management process;
  • Recommend improvements to company procedures and service standards where necessary.

Where appropriate, anonymised case studies may be developed to demonstrate the company’s commitment to customer service improvement.

Primary Responsibilities of the Head of Contracts & Compliance and HR Director

The Head of Contracts & Compliance and HR Director are responsible for:

  • Ensuring complaints are managed promptly, fairly, and professionally;
  • Managing complaint investigations and resolutions;
  • Keeping customers informed of complaint progress where required;
  • Maintaining oversight of the complaints management system;
  • Conducting regular reviews and audits of complaint handling procedures.

Support and Administration Procedures

Role of the Account Manager

The Account Manager and relevant operational departments are the primary points of contact for customers regarding service delivery and support.

Responsibilities include:

  • Managing day-to-day customer communication;
  • Providing updates regarding service delivery and support;
  • Advising customers on service enhancements and changes;
  • Escalating issues where necessary;
  • Supporting timely complaint resolution.

The Account Manager or relevant department will also inform customers of any new services or improvements that may be beneficial to them.

Escalation Procedure

If a customer believes that an issue has not been resolved within a reasonable timeframe, or to an acceptable standard, the matter may be escalated to the Head of Contracts & Compliance or HR Director.

The complaint will then be reviewed in full, including the actions already taken and any responses provided. Further steps will be taken to address the customer’s concerns and achieve a satisfactory resolution wherever possible.

In the unlikely event that the above process does not resolve the issue, the customer may contact:

The British Vehicle Rental and Leasing Association (BVRLA) provides an independent conciliation service designed to help both parties achieve a fair and satisfactory outcome.

Customers with a Regulated Consumer Agreement may contact the BVRLA in the first instance. Alternatively, customers have the right to refer complaints to the Financial Ombudsman Service, a copy of the leaflet for this service is available upon request.