Complaint: Discriminatory Refusal of Service – Hatfield Branch (19 December 2025)

I am making a formal complaint regarding an incident at the Woodford Car Rental Hatfield branch on 19 December 2025. I had a confirmed vehicle rental booking and met all stated rental requirements. I provided valid identification, a valid driving licence, and payment was taken. Despite this, the branch manager refused to release the vehicle. When I questioned this decision, I was told I was considered “high risk,” with no objective explanation or contractual basis provided. No requirement was identified that I had failed to meet. I strongly dispute this assessment. Given the lack of justification, the circumstances strongly suggest that this refusal was influenced by my race, as I am Black. I found this treatment distressing and unacceptable. This conduct appears to breach the Equality Act 2010, which prohibits service providers from discriminating on the basis of race. In addition, taking payment for a service that is then refused, and failing to issue a refund, constitutes a breach of contract. As the service was not provided, I am entitled to a full refund, which I am formally requesting be processed immediately. I also request a written explanation for the refusal and details of any policy re**** upon. I expect this matter to be addressed prompt.