Customer complaint procedure


How do I provide feedback about my experience?

  • We welcome your feedback. You can contact us anytime to share your comments with our Audi on demand team on 08000 930 138 or contact@uk.audiondemand.com.
  • Otherwise, please use the contact form at the bottom of the contact us page on our website to record your feedback and where applicable we will contact you to discuss any further requirements.
     
How to make a complaint?
  • For hub, booking and payment enquiries, please contact the Audi on demand team at your chosen hub and we will try our best to help.
  • If they can, they will give you an explanation and an apology for any problems we have caused. They may call you back or write to you depending on the best way to resolve your complaint.
Birmingham Audi – 0121 746 5515 birmingham@uk.audiondemand.com
Bristol Audi – 0117 958 1481 bristol@uk.audiondemand.com
Edinburgh Audi – 0131 475 4489 edinburgh@uk.audiondemand.com
Glasgow Audi – 0141 565 6439 glasgow@uk.audiondemand.com
Newcastle Audi – 0191 226 4577 newcastle@uk.audiondemand.com
Oldham Audi – 0161 627 7123 oldham@uk.audiondemand.com
South London – 0203 811 0276 southlondon@uk.audiondemand.com
 
Audi on demand customer service team
  • If you are not happy with the explanation you are first given, please call our Audi on demand customer service team. They will try to deal with your complaint straightaway, but an initial response will be given within 24 hours.
  • If they can, they will give you an explanation and an apology for any problems we have caused. They may call you back or write to you depending on the best way to resolve your complaint.
Our Contact details:
  • Call us on +44 (0) 8000 930 138 - We're open from 8am to 8pm, Monday to Friday. Our Audi on demand customer service team are ready to handle your query so that it can be resolved appropriately.
  • Email: contact@uk.audiondemand.com

Further escalation
  • If you are still not happy with our explanation, your complaint may be escalated to our Brand Director. A full review of your complaint will be conducted, and a response will be provided, telling you what progress is being made.
Call us on +44 (0) 8000 930 138
Email: contact@uk.audiondemand.com
 
What happens after you've made a complaint?
  • We will try to resolve your complaint as quickly as simply as possible. We will give you an explanation and an apology for any problems we have caused, and take action to put things right.  

About the BVRLA

Audi on demand is a member of the BVRLA (British Vehicle Rental and Leasing Association). The BVRLA operate a conciliation service which will review unresolved complaints between its members and their customers. If you are unhappy with the final response provided by Audi on demand, you may refer your complaint to the BVRLA for their consideration. They are independent and their service is free to you. You can find out more about them by visiting www.bvrla.co.uk.

Details should be submitted to the BVRLA by e-mail or in writing to:

Chief Executive

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 ODD

complaint@bvrla.co.uk
 
When the BVRLA can consider your complaint
If we have made it clear that we have done all we can do to resolve your complaint, you may refer your complaint to the BVRLA, ideally within 4 weeks from us having issued our final response.
 
How will the BVRLA handle your complaint?
  • Step 1 – Informal Conciliation
    In the first instance, the BVRLA will ask Audi on demand to provide full details on your complaint, including what steps we have taken to resolve the issue. They will consider this along with the information you have provided, and then deliver comments and recommendations based on the information given by both parties. If either party remains unhappy with the outcome of the informal conciliation service, a formal conciliation service can be invoked.

    The BVRLA aims to resolve complaints through the informal conciliation service within 30 days.

  • Step 2 – Formal conciliation
    All relevant details will be promptly forwarded by the BVRLA's Legal Services Team to the appropriate Conciliation Committee, a body whose Members are appointed by the Committee of Management of the BVRLA. Disputes referred to a Conciliation Committee shall be actioned and the decision notified to the customer by the Association within 30 working days from the referral of the dispute to the Conciliation Committee.

What is covered under the BVRLA Conciliation Service
 
Conciliation procedures shall apply solely to matters arising out of the vehicle rental and leasing activities of Corporate Members or Leasing Broker Members. Associate Members, who are suppliers of services to the rental and leasing industry, but who do not operate their own rental or leasing operations, are not subject to the Code of Conduct.
 
No Restriction on Rights

Nothing in the BVRLA Code of Conduct restricts, nor is intended to restrict, the rights of a complainant or a Leasing Broker Member, to pursue remedies through the courts.
 
Financial ombudsman service (consumer credit act)

Customers who have entered into an agreement which is regulated by the Consumer Credit Act (such as consumers, sole traders and small partnerships) have the right to refer any complaint which relates to their finance/lease agreement to the Financial Ombudsman Service.

In the event that you remain unsatisfied with our complaint, or the result of the conciliation service provided by the BVRLA, you may refer the matter to the Financial Ombudsman Service within Six Months of the date of the final response provided. Please note the Financial Ombudsman will not consider any complaint until Audi on demand has had the opportunity to resolve it.

Complaints should be made in writing to:

Financial Ombudsman Service
South Quay Plaza
London
E14 9SR