FAQs

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.

Tollgate Hire charges by rental time and mileage. The minimum charge is 24 hours from collection time. There's a mileage charge exceeding 250 miles per day (small fee + VAT).

All drivers need to show a valid photocard licence or paper licence with passport/bank card. Drivers need to provide a driver check code obtained online (instructions provided).

Tollgate Hire offers fully comprehensive insurance (subject to terms) with a £500 excess. Alternatively, you can use your own insurance (business users with fleet insurance).

Yes, there's a secure customer car park accessible during business hours. Ask upon arrival for directions.

Yes, vehicles can be returned 24/7. Ask upon arrival for instructions on key return. Customers are responsible for vehicle check-in by a Tollgate Hire employee, which might happen the next day. Customers using their own insurance need to ensure coverage until branch reopening.

Yes, with additional drivers attending the branch to complete licence checks and documentation. There's a fee per additional driver.

Call the branch for assistance. All rental vehicles have 24-hour roadside assistance in case the office is closed. The emergency number is located inside the vehicle.

Please check with you local refuse site regarding their rules and if you need the registration number of the vehicle before rental and a copy of the rental agreement, we will do all that we can do to provide you with this.

Yes, for regular business users. Ask the branch for an account application (subject to status).

The minimum age varies depending on the vehicle type:

• Cars: 25 years old with 1 year driving experience (max 75 years old)
• 9-seat minibuses: 30 years old with 2 years driving experience (max 75 years old)
• 17-seat minibuses: 30 years old with D1 entitlement and 2 years driving experience (max 75 years old)
• Light commercial vans: 21 years old with 2 years driving experience (max 75 years old)
• 7.5 ton trucks: 25 years old with current C1 or C category licence (max 75 years old)
• 18 ton trucks: 25 years old with current C category licence (max 75 years old)

Tollgate Hire offers a 100% refund on cancelled bookings. Contact the office as soon as possible to cancel. Cancellations are free, but refunds might take 5 working days due to card provider policies. No refunds for no-shows or failing to cancel prepaid bookings.

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 with advanced notice to arrange necessary documentation. There's an extra charge for continental travel, which includes European Breakdown cover, Green Cards, relevant insurance, safety kits (bulbs, fuses, jackets, triangles), first-aid kits, and potentially snow chains. Tollgate Hire can offer travel