FAQs

Find the answers to our frequently asked questions


Rentals can easily be paid by most major credit or debit cards. If payment is made online or over the phone, please can you bring the card to the branch on collection, thank you.

We do not accept cash transactions.

Tollgate Hire charge for the rental by time and mileage. 
 

The minimum charge is a 24 hour period starting from your collection time.

For Example if you collect at 11am the vehicle should be back by 11am the following day for a days charge.

We also charge a mileage charge when the mileage per day exceeds 250 miles.
 

The small mileage charge is 12p plus vat. 

All drivers need to show their licence before driving a Tollgate Hire vehicle. If you do not have a photocard type licence you will need to show your paper licence and a passport or bank card. 

Tollgate Hire need to know if you have any valid endorsements and this information is now kept online by the DVLA.

To access this information the customer needs to go onto the internet and visit www.gov.uk/view-driving-licence and obtain a driver check code.

To do this you will need your driving licence number, national insurance number and your postcode. The check code is valid for 21 days and is case sensitive, so it may be easier to screen shot the check code before sharing it with us.

If you cannot access the internet you can being in your licence and national insurance number into the branch and you can access the same website from our computer at no charge to you. If this cannot be obtained you can call the DVLA to obtain a check code.  

Tollgate Hire can arrange Fully Comprehensive Insurance. (Subject to our insurers terms and conditions). This is included in the web prices and the excess is generally £500.

As an alternative, you can elect to insure our vehicle with your comprehensive policy. This arrangement is generally for the business user with fleet insurance. If you choose to elect your own insurance, the customer should be aware that they will be responsible for all rental charges until the vehicle is returned to Tollgate Hire. This needs to be considered, should the vehicle be damaged. 

Yes. Tollgate Hire has a secure customer car park that can be accessed whilst we are open for business, please ask on arrival to be shown where to park. 

Yes. Tollgate Hire vehicles can be returned to our depot 24/7. This is especially convenient on a weekend saving you time out of the working week to return a vehicle. Please ask about this on arrival so that you can be showed where to return the keys. 
 

For the avoidance of doubt, the customer is responsible for the vehicle is checked in by a Tollgate Hire employee and this could be the following day. Customers using their own insurance must ensure that their insurance covers the vehicles until the Tollgate Hire branch reopens.  

Yes, providing that the additional driver attends the branch and completes the necesary driving licence checks and documentation.

We can add another driver for £10 per hire plus vat

In the unlikely event of breaking down, please call the branch and we will do our best to get you back on the road as soon as possible.

All Tollgate Hire rental vehicles are covered with 24 hour roadside assistance should the office be closed. The emergency number can be easily found within the vehicle should you need it out of hours. 

Yes. However, the local authorities usually ask for a copy of the rental agreement and a utility bill to prove that you live in the district of the amenity site.

Yes. For regular business users, convenient Corporate Accounts can be arranged (subject to status). 

Please ask the branch for an account application. 

Cars

The minimum age for card is 25 and 1 years driving experience. The maximum age is 75 years. 
 

9 seat minibuses.

The minimum age is 30 and the driver must have 2 years experience. The maximum age is 75  

 

17 Seat minibuses.

The minimum age is 30 and the driver must have a D1 entitlement with 2 years driving experience. The maximum age is 75 years

Light commercial vans.

The minimum age is 21 and the maximum age is 75 Drivers must have 2 years experience.

7.5 ton trucks.  

The minimum age is 25 and the maximum age is 75  The driver needs to hold a current C1 or C category licence.  

18 ton trucks.

The minimum age is 25 and the maximum age is 75 . The driver needs to hold a current C category licence  

 

 

TOLLGATE HIRE give a 100% refund policy on all cancelled bookings, so if you unfortunately need to cancel your booking, please contact the office soon as possible. We do not charge for cancellations however it may take at least 5 working days to refund any money due because of the policies operated by card providers.
 
There will be no refund for failing to show up or failing to cancel a pre-paid booking.  

If you have a Complaint

 

We hope that you do not have an issue with your rental; however if in the unfortunate circumstances that you have a complaint that is not resolved with our reception staff, you are welcome to make contact by either letter, telephone, or email.

 

 

Complaints Procedure

 

  • Complaints can be made by letter, email or telephone to:

 

Customer Relations

Tollgate Hire Limited

134 High Street

Hanham

Bristol

BS15 3HF

01179604992

info@tollgatehire.co.uk

 

  • We will acknowledge receipt of the complaint by customers preferred method within three working days.
  • We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved.
  • We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at:

http:www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards

  • The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk

Tollgate Hire can consent for their vehicle to travel to Europe. This has to be arranged in advance to arrange the necessary documentation. 
 

There is an extra charge for continental travel but Tollgate Hire can provide this at no extra cost: 

  • European Breakdown cover
  • Green Cards and relevant insurance
  • Bulbs and fuse kits
  • High vision jackets
  • warning triangles 
  • first aid kits  
  • snow chains 

Tollgate Hire can also provide you with advice on your journey.
 

However, it is the Driver's responsibility to ensure that they go prepared for any country they may visit. as Tollgate Hire limited cannot be responsible for customers fines or penalties.