Key points
- Complain by email or post. There's no charge.
- We acknowledge within 2 working days and give a full response within 14 days.
- If you're still unhappy, we'll give you details of an alternative dispute resolution (ADR) provider.
1. How to complain
- Phone: +44 7862 611228 during our published opening hours.
- Email: complaints@sixtrentcar.co.uk
- Post: Complaints, SIXT RENT A CAR SL LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Please include your name, booking reference, what went wrong and what you'd like us to do. Include any photos or documents that help.
2. What happens next
- Acknowledgement: we'll confirm we've received your complaint within 2 working days and tell you who is handling it.
- Investigation: we'll review the rental records, photos and any evidence you send, and may ask you for more information.
- Response: we'll send you a full written response within 14 days. If we need longer, for example because we're waiting for a repairer's report, we'll tell you why and when to expect an answer, which will be no later than 8 weeks after you complained.
While we investigate a complaint about a charge, we won't take any further payment for that charge.
3. If you're not satisfied
3.1 You can ask for your complaint to be reviewed by a company director, who will reply within 14 days.
3.2 If we still can't resolve your complaint, you can refer it to an alternative dispute resolution (ADR) provider. Our final response will identify an appropriate available ADR body and its website where required, and explain whether we are obliged or willing to participate. We do not claim membership of a trade association or ADR scheme unless confirmed.
3.3 You can also get free advice from the Citizens Advice consumer helpline on 0808 223 1133, and you have the right to take your claim to court. For claims of up to £10,000 in England and Wales, the small claims track is available.
3.4 For complaints about how we use your personal data, you can also contact the Information Commissioner's Office. See our Privacy Policy.
4. Card payment disputes
If your complaint is about a card payment, contacting us first is usually the quickest way to fix it. It doesn't affect your right to raise a dispute with your card issuer.
Questions about this policy? Email bookings@sixtrentcar.co.uk or call +44 7862 611228.