We understand we don’t always get things right, but we do take every complaint we receive from our customers very seriously. Below you will find all the details you need to log your complaint and our procedure.


What to do if you have a complaint

If you have a complaint about any aspect of our service, we would like to hear from you. To help us investigate and resolve your concerns as quickly as possible please forward all details to our customer resolutions handler.

By Email:                info@prioryrentals.co.uk

By Telephone:      01254 386 090

By Post:
Priory Rentals – Customer Resolutions
Badge Brow Service Station
Union Road

To help us investigate your complaint efficiently please provide the following:

  1. Name & contact details
  2. Hire details
  3. Details of your complaint
  4. Copies of any supporting paperwork/evidence/images


What we will do if we receive a complaint from you

We will aim to resolve your complaint as quickly as possible. You will receive an acknowledgement within five working days from us receiving your complaint. We will keep you informed thought the complaints handling process and we endeavor to resolve within 28days. In some cases this may take longer but we will keep you updated throughout the process.


What to do if you are not happy with our  final decision

If you are not satisfied with our final response your complaint can be escalated to the BVRLA Conciliation Service. The BVRLA offer an Alternative Dispute Resolution Service. Full details can be found here BVRLA Conciliation Service


Your complaint should be sent to the details below:

By Email:                complaint@bvrla.co.uk

By Post:
River Lodge
Badminton Court