Complaints Procedure

How to Raise a Concern

At Aquila, we aim to provide a high standard of service at all times. However, if something hasn’t gone as expected, we want to hear from you so we can put it right.

In many cases, the quickest way to resolve an issue is to speak directly with the person or department you have been dealing with. They will do their best to address your concerns straight away.

If you feel the issue hasn’t been resolved, you can raise a formal complaint.

Making a Complaint

Please contact the relevant depot or department by email or in writing, providing as much detail as possible, including:

• What went wrong

• Date and time of the issue

• Who you were dealing with (if known)

• Any relevant vehicle or invoice details

• What outcome you would like

This will help us investigate and resolve your concern as quickly as possible.

What Happens Next

Once we receive your complaint, we will:

• Acknowledge it as soon as possible

• Assign a member of the team to review it

• Carry out a fair and thorough investigation

• Keep you informed of progress where needed

• Provide a clear response with our findings

• Put things right where we can

We aim to resolve most complaints within 5 working days, although more complex issues may take longer. If that’s the case, we will keep you updated.

If You’re Not Satisfied

If you feel your complaint hasn’t been resolved, you can ask for it to be reviewed by a senior manager who has not been involved in the original investigation.

Further Support

If we are unable to reach a resolution, you may wish to seek independent advice or refer your complaint to a relevant industry body such as:

The Motor Ombudsman
Website: www.themotorombudsman.org
Telephone: 0345 241 3008

Our Commitment

We take all feedback seriously. Every complaint is an opportunity for us to improve our service and ensure we continue to support our customers in the best possible way.