Complaints procedure

THE OUT takes customer satisfaction very seriously, and in the event you'll need to raise an official complaint, please follow the below process.

All formal customer complaints should be made in writing and either emailed to complaints@theout.com or sent to: THE OUT, The Script, 44 Featherstone Street, Old Street, London, EC1Y 8RN.

To help us with your complaint please provide

• Your name
• Vehicle registration and/or booking ID
• Contact details
• Your complaint and any supporting evidence/documents

Our commitment to you
We will acknowledge each complaint within 2 working days of receipt, and every complaint will be investigated thoroughly and fairly by the Customer Service team and a decision will be communicated to you within 5 working days of acknowledgement.

If you are dissatisfied with the final decision
You are entitled to refer your complaint to the BVRLA Conciliation Service here.