1. All complaints should be in writing and addressed to Andrew Scott, Complaints Manager at Countrywide Vehicle Rentals, 11 Dickson Street, Liverpool L3 7EB or alternatively by e-mail to info@countrywidevehicles.com or Fax on 0151-207-2425;
  2. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint;


  1. We will then investigate your complaint.  This will normally involve Complaints Manager, Andrew Scott, reviewing your matter file and complaint in detail before making his decision;


  1. Andrew Scott will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 7 days of sending you the acknowledgement letter;


  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director, Mark Scott, to review the decision.