complaints proceedure

1. Purpose and Scope

Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Prestons Garages Ltd and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:

2. What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

3. Our Standards

4. How to complain

Complaints can be made and received in a variety of ways by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

5. What information is required when making a complaint?

Please provide the following:

6. How to contact us?

Prestons Garage Ltd

Tel: 01245 420 262

Service E-mail:  suzanne@prestons-ssangyong.co.uk

7. What to do if you remain dissatisfied?

If we cannot resolve your complaint within 8 weeks, you may be able to refer your dispute to the Motor Ombudsman Service (MOS). This service is free to use. Their consumer helpline is available on 0345 241 3008* (option 1). or you can visit their website at https://www.themotorombudsman.org/

8. Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018.

9. Quality Controls

Complaints are analysed quarterly by the Compliance Department for the identification of systemic or recurring problems including the time taken to resolve. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.