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

*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

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