Complaints & Dispute Resolution

How do I raise a complaint?

Email complaints@autofusionhire.co.uk or call +44 141 899 0009. We acknowledge every complaint within 1 working day with a case reference, and give you a full response within 28 days.

What information should I include in my complaint?

Include your booking reference, what happened with dates and times, what you'd like us to do, and any evidence such as photos, messages or receipts. The more detail you give, the faster we can resolve it.

How quickly will Autofusion respond to complaints?

We acknowledge every complaint within 1 working day with a case reference, and give you a full response within 28 days. Simple issues are often resolved sooner.

How are complaints involving partner dealerships handled?

Raise it with Autofusion, even if the problem was with the partner. We investigate directly with the partner, reviewing booking records, condition reports and messages, and give you one response within 28 days.

What happens if I dispute a damage charge?

Contact Autofusion within 7 days of being told about the charge, with any photos or videos you have. We review your evidence alongside the partner's condition reports and photos, and let you know the outcome.

What happens if I dispute a payment or additional charge?

If you think a charge is wrong, email complaints@autofusionhire.co.uk with your booking reference and the charge. We check it against your booking, the condition reports and the partner's records, and refund anything charged in error.

Can I escalate a complaint if I disagree with the outcome?

Yes. If you're not happy with our response, reply to your case email or call +44 141 899 0009, and your complaint is escalated to a senior member of our team for a further review.

Will I be kept updated during the complaints process?

Yes. You get a case reference within 1 working day and regular updates until your complaint is resolved, with a full response within 28 days. If we're waiting on the partner or an insurer, we'll tell you.

Can I withhold payment while a complaint is being reviewed?

No. Payments, including long-term monthly payments, stay due while we review your complaint, unless we agree otherwise in writing. If your complaint is upheld, we refund or adjust the charge.

What is Autofusion's aim when resolving disputes?

We aim to resolve every dispute fairly and quickly, based on the evidence and the terms of your booking. We look at both sides, the customer's and the partner's, and explain our decision clearly.