At ROAD TRIPPIN 365 LTD, we are committed to delivering a professional, reliable motorhome hire experience. If something does not meet expectations, we take concerns seriously and aim to resolve them fairly, transparently, and as quickly as possible.
Customer feedback is important to us and helps improve the service we provide.
1. How to Make a Complaint
If you wish to raise a complaint, please contact us using one of the following methods:
Email
complaints@roadtrippin365.com
Post
ROAD TRIPPIN 365 LTD
Roeshot Farm House
Lyndhurst Road
Christchurch
Dorset
BH23 4SG
United Kingdom
Telephone
+44 1425 207 365
When contacting us, please include:
-
Your booking reference number (if applicable)
-
Your name and contact details
-
A clear description of the issue
-
Any supporting information or documentation
Providing full details helps us investigate the matter efficiently.
2. Complaint Acknowledgement
We aim to acknowledge receipt of your complaint within 5 working days.
At this stage we may request additional information if required to assist with the investigation.
3. Investigation
Your complaint will be reviewed and investigated by a member of the management team.
We aim to provide a full written response within 14 working days of acknowledgement.
If the matter is complex and requires additional time, we will keep you informed and provide an updated timeframe.
4. Resolution
Following our investigation, we will provide a written response outlining:
-
The outcome of the complaint
-
Any actions taken where appropriate
-
A clear explanation of our decision
Where a complaint is upheld, we will explain what corrective measures will be implemented.
5. Escalation
If you are not satisfied with the outcome, you may request that the complaint be reviewed by a director of ROAD TRIPPIN 365 LTD.
The director will conduct an independent review and issue a final written response.
6. Independent Alternative Dispute Resolution
ROAD TRIPPIN 365 LTD is a member of the British Vehicle Rental and Leasing Association.
If you have completed our internal complaints procedure and remain dissatisfied with the outcome, you may refer the matter to the BVRLA Conciliation Service, which provides an independent Alternative Dispute Resolution (ADR) service for customers of BVRLA members.
Further information about the conciliation process can be found at:
We aim to resolve issues quickly and fairly and appreciate the opportunity to address any concerns raised.