complaints procedure

Written by CELTIC ROUTES LTD

Updated 31 May 2024

This procedure explains how to complain about your vehicle rental hire with Celtic Routes Ltd. 

At Celtic Routes, we are on a mission to Make the Journey Matter. As such, we pride ourselves on our high level of customer service and satisfaction. However, we also believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy to do so.

The Celtic Routes team aim to resolve all complaints quickly and fairly. Please contact us by whichever means you prefer, including:

By email at hello@celticroutes.com

By telephone on +44 33 3339 6005 

In writing to Celtic Routes Ltd, Wombleton Manor, Common Lane, Wombleton, North Yorkshire, YO62 7AA, UK.

We will acknowledge receipt of the complaint by the customer’s preferred method within five working days. We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation and set out expected timescales by which matters should be resolved.

We aim to resolve all our customer complaints internally. In the unlikely event that you have not been able to resolve the issue after undertaking the above steps, you can contact the British Vehicle Rental and Leasing Association (BVRLA), which offers an independent conciliation service to help both parties reach a satisfactory outcome. Our membership number is 11020.

Further avenues of escalation are The Financial Ombudsman, details can be found at: http:www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards.