U-Drive | Car, Van, Minibus & Truck Hire Recensioni 

*Subject: Formal Complaint - Unacceptable Customer Service - Ref: D606050ZSW*

*Date of incident: Friday 19th September 2026* at 9:30am

To whom it may concern,

I am writing to make a formal complaint regarding the rude and unprofessional service I received from two of your call agents this morning.

I called to make a payment and set up a Direct Debit on my policy *Ref: D606050ZSW* for my car insurance. The initial agent who transferred my call was brilliant and professional.

However, the agent my call was connected to afterwards was extremely rude, abrupt and unprofessional. Her conduct is completely unacceptable for a customer-facing role.

*My experience with the first agent:*

1. She called me by an incorrect name, despite my policy details being confirmed. I had to correct her.
2. While we were going through information, I asked her to please refer back to the original notes from when my policy was set up, to confirm the payment I originally agreed to.
3. She told me she would need to confirm with her manager. I agreed, but again asked her to check the original policy notes.
4. She then accused me of speaking to her inappropriately and claimed I was shouting at her, which was untrue.
5. When I asked to speak to a manager, she stated no manager would be available for 48 hours. This was contradictory, as she had just said she needed to speak to her manager herself. This made me lose all confidence in her.
6. She then began to talk over me, interrupting me with phrases like "calm down", "just stop", and "no, no we are not going to do that today". She was trying to dominate the conversation and being rude and dismissive ,simply because I asked her to check the policy notes. She also made a comment that "people don't know how to do their job these days", trying to imply I was criticising her colleagues, which I was not. This was the same agent I spoke to on Thursday who had the same nasty attitude, that I had asked to transfer the call to a manager.
7. When I again requested to speak to a manager, she hung up the phone on me.

*My experience with the second agent (Warren):*

I called back and politely asked to be transferred to a manager. I was connected to Warren.

1. Before I could finish explaining my issue, his attitude was equally rude and dismissive.
2. He repeatedly called me "Madam" in a condescending manner, despite my policy being in my name.
3. He was shouting at me and refused to listen. I simply asked him to listen to the recording of the previous call and asked if he was the manager. He refused to answer.
4. Instead of helping, he defended his colleague's behaviour, stating they were right to speak to customers that way.
5. He also threatened to hang up on me simply for asking if he was the manager. I had to end the call myself.

This service is diabolical and well below any acceptable standard. Customers should not be spoken down to, shouted at, or made to feel uncomfortable for calling to make a payment. I now feel completely uncomfortable calling your team.

*I would like U Drive to:*

1. Listen to and investigate the call recordings from this morning, 19th September 2026 at about 9:30am, and my call on Thursday.
2. Provide a formal response regarding the conduct of both agents.
3. Arrange for a manager to contact me to resolve my original query regarding payment and setting up my Direct Debit.
4. Provide an assurance that this type of behaviour is not acceptable within your company.

Please treat this as a formal complaint and confirm receipt and your complaints process.

Kind regards
Policy Ref: D606050ZSW

Don't buy insurance from them because when you buy you need to call them if they dont want to give you the insurance they charge you £45 and your money they gonna send you back in 15 days. Don't waste your money with them.

Over charging for fuel by 50p a litre. Also small box with small lettering which you have to sign saying you will pay £2000 for any claim, very excessive. You can't rent the vehicle if you dont sign this.

Sorted out a van for me at short notice after another supplier let me down. All smoothly organised and out of hours return is a bonus. Will definitely use again over others.

Absolutely excellent!

No hidden charges and rapid pick up and drop off.

Kayleigh was cheerful and customer focussed.

Excellent service even at 8am.
Staff were friendly and helpful as always.
Fast service definitely recommend

I hired a large van from these people. I did alot of driving in one day and thought I'd filled up the tank enough with diesel to where it was. I apparently did not so they charged me 50p extra each litre they put in. Wasn't happy about this. The next problem was I may have damaged another vehicle. No witnesses and being honest I though I might have caused the damage there was no sign of it on the rented van. The companies policy is to charge the hirer £2,000 for any claim lodged against them. So i'm facing this charge as well. I could have just left as i did not witness the accident, nor did anyone else. So for trying to do the right thing I got hammmered. All in all not a good experience.

The staff member who served us at the Poole branch, Ty, did a great job. He used his sense of humour to make the process feel very easy. The vehicles did the job well and the prices seemed very reasonable.

Arrived at 0830 was 4th in the queue. One member of staff on duty !
He was doing his very best but for a Saturday just not good enough.

The customer service was brilliant and they were extremely helpful would definitely recommend them to someone else

Friendly staff very helpful polite always will to help with enquiries you may have easy to book would highly recommend to anyone needing to higher a vehicle excellent service all round

All was good, no issues with collection/return, stuff are friendly and helpful

I had a fantastic experience with the Southampton U Van Drive and would highly recommend them. The whole team was friendly, professional and incredibly helpful from start to finish.

Kayleigh was absolutely lovely and provided excellent customer service. She was welcoming, understanding and made the whole process smooth for me.

I was running late both when picking up and returning the van, but I called ahead to let them know and the team were very accommodating and understanding. Their flexibility and excellent communication were greatly appreciated.

The van was in great condition and the overall service was top notch. I will definitely be using U Van Drive again in the future and wouldn't hesitate to recommend them to others.

Thank you to Kayleigh and the rest of the wonderful team for such a positive experience!

A brilliant team - really friendly and so helpful. The Luton van was perfect and our total experience with the Cardiff team couldn’t have been better. So efficient. I will definitely use again.

I was late collecting the car due to Trafic and they kindly waited for me. Then on drop off, it was flexible and I got a refund (hopefully) as I did not need all the days booked. The car was clean, a bit dented, but all the pics covered the previous damage and was concise. Thank you U Drive Terri

Ty was beyond amazing, we started loosing faith in finding a van on the same day but we found it in Ty. He's the man with all the knowledge and Tys customer service skills are beyond anything I've ever seen. I will be using U drive again because of this experience with Ty.

Dangerous driving by a U-Drive highway maintenance truck driver. The vehicle was driving aggressively and recklessly on the road, swerving dangerously. If you see this truck from a distance, it’s best to stay well away for your own safety.

Ty really helped me out sourcing me a van ready within 15 minutes after being let down by Enterprise. His service was amazing.

Booking the hire of a van online at short notice via the U-Drive website was easy and straightforward. Email confirmation of the hire was also received very promptly. On pick up of the van staff were friendly, courteous and very efficient. Everything was explained clearly including what to do in the event of a breakdown or accident. Checking the van back in at the end of the hire period was also very smooth and the refund of the deposit was done within the specified time frame with no hassle.
Hire rates were very competitive and the large fleet of vehicles available at the Bristol branch meant there was no problem in getting the exact type of van we needed.
Overall very impressed and would happily use U-Drive again.