CUSTOMER COMPLAINTS PROCESS

Step One

When a complaint is received at Belgravia Garage either in writing, verbally or through head office this will be handled initially and in all cases by the relevant Departmental Manager, who will investigate and attempt to find a resolution to the customer complaint. Every effort will be made to respond to the customer within 3 working days. In any event a call will be made to the customer informing them we have received the complaint. Calls are monitored and recorded.

Step Two

If the Departmental Manager is unable to resolve the complaint to the customer’s satisfaction, the customer shall be informed by the Departmental Manager that the complaint has been escalated to Head Office for the attention of the Director.

The Director will review the complaint and respond in writing to the customer regarding their complaint. Every attempt will be made to respond to the customer’s complaint within three working days.

Alternative Dispute Resolution

If the Director is unable to resolve the complaint to the customer’s satisfaction, the customer’s co-operation will be sought to engage in Alternative Dispute Resolution to achieve an outcome that is fair and reasonable to all Parties.

The customer will be advised in writing of the Mediation-1st Alternative Dispute Resolution service.  The complaint may then be referred by the customer to Mediation-1st in order to utilise their Alternative Dispute Resolution service accordingly.

Alternatively, if the customer complaint relates to Financial Services, the customer may then refer the complaint to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

If you have any questions regarding the customer complaints process please contact us on 0207 235 9900.