Complaint Procedure

Our promise

We're a local business and our reputation is everything. If something has gone wrong, we want to know — and we want the chance to put it right quickly and fairly.

How to complain

• Phone: 01227 678119 — often the fastest route.
• Email: sales@mv4u.co.uk with "Complaint" in the subject line.
• Post: MV4U Ltd, Station Yard, Cross Street, Herne Bay, Kent CT6 8NN.

Please include your name, hire dates, the vehicle, and what happened — photos help where damage or condition is involved.

What happens next

• We acknowledge your complaint within 2 working days.
• We investigate and aim to give you a full response within 10 working days; if we need longer we'll explain why and keep you updated.
• If we've got it wrong, we'll apologise and put it right — refund, redelivery, or whatever remedy fits.

If you're still unhappy

Ask for your complaint to be escalated — a director will personally review it and give you our final response. If you remain dissatisfied, you can seek free, independent advice from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards service. Nothing in this procedure affects your statutory rights.

Note: this document is a working template prepared for MV4U's launch and should be reviewed by a qualified solicitor before the site goes live. Questions in the meantime? Contact us.