I rented a car from Car Hire UK, returning it in October 2012. However, they have never returned my deposit of £570. I have contacted them on numerous occasions by phone and continue to be fobbed off with excuses and promises. I have had no responses to any of my many emails. It has been four weeks since our rental contract ended – Car Hire UK's terms state the deposit should be returned seven days after the contract ends.

I have since found that Car Hire UK has bad reviews and complaints regarding withholding deposits on many forums. I am currently living in New Zealand. Unfortunately most of the complaints are from people abroad. Can you help? CT, New Zealand

As you say, Car Hire UK is a firm with an unenviable reputation. A quick search on Google throws up some less than happy reading – even for the car hire industry, in which complaints are notoriously frequent. Problems with deposits being handed back seems to a be a recurring theme.

We asked the East Sussex-based company for an explanation, and the managing director, Maurice Goodwin, looked into your complaint personally. He says your deposit has now been returned. He said it was slightly delayed because the papers had to be transferred from Heathrow to allow a manager to review your papers. Happily, you have you money back.

Goodwin says people shouldn't believe the malicious website postings that are an "all too frequent occurrence in the current environment". He says he has many happy repeat customers.

We take the view that internet feedback is worth considering, especially if using a firm you've never heard of before and the sums are considerable.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Bachelor & Brignall, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number