Complaint Procedure

COMPLAINTS POLICY

Customers should have confidence that if something goes wrong during their dealings with REVS (Automotive) Limited. the company will treat their concerns seriously and take appropriate and fair action to resolve their complaint.

All complaints will be recorded and investigated in line with the Complaints Procedure with the resultant management information used for root cause analysis and reporting purposes.

All staff employed by REVS (Automotive) Limited will be trained in the Complaints Policy and Complaints Procedure and are expected to follow the Policy and Procedure with honesty and integrity.

The process will be independently audited to provide assurance of the above on a consistent basis.

COMPLAINTS PROCEDURE

Do you have a complaint or feedback?

Most of the time buying a car is a smooth and easy process. However, occasionally things do go wrong. Most of the time, these things can be addressed by your point of contact. However, if you are not satisfied with how your concern has been handled and would like to make a complaint you should address the complaint to Darren Bradford, Director of REVS (Automotive) Limited.

What you need to provide

To help investigate your complaint, if you have not already done so, please provide the following information ideally in writing or by email:

  • Full Name
  • Vehicle details (if applicable)
  • A day time telephone number where you can be contacted
  • Details of your complaint or concern and any details of who you have previously spoken with
  • Details of what you would like to happen to resolve the situation

Please also provide any supporting documents or invoices.

How we will respond

  • Darren Bradford will aim to contact you at the earliest opportunity to resolve the complaint.
  • If not resolved within 3 working days following receipt of the complaint a written acknowledgement of the complaint will be sent to the complainant within 5 working days summarising the complaint, what has happened so far, and how the complaint will be investigated.
  • If not resolved after 4 weeks a further written update will be issued to the complainant outlining the current situation and the planned course of action to complete the investigation
  • All complaints will be resolved within 8 weeks. A written final response will be issued to the complainant. The final response will include (i) a summary of the complaint, (ii) details of the investigation carried out, (iii) whether the complaint is upheld or rejected, (iv) details of any redress or remedial action taken or to follow, (v) who to appeal to if dissatisfied with the final response.
  • If REVS (Automotive) Limited have reasonable grounds to believe that another party may be solely or jointly responsible for the matter alleged in the complaint, then REVS (Automotive) Limited may forward the complaint, in whole or in part, in writing, promptly to that other party. The complainant will be informed promptly in a final response of why this action has been taken together with the other party's contact details. Where jointly responsible for the matter complained of, REVS (Automotive) Limited will comply with its own obligations in respect of that part of the complaint not forwarded to the other party.

Dispute Resolution

Where your complaint cannot be resolved to mutual agreement you may refer the dispute to one of the following Alternate Dispute Resolution (ADR) processes.

Where your complaint relates to a financial service:

If your complaint is regarding a financial service provided by REVS (Automotive) Limited you may refer your complaint to the Financial Ombudsman Service. To find out more visit http://www.financial-ombudsman.org.uk/consumer/complaints.htm

You can call them on 0800 111 6768 (freephone) or 0300 500 8082 (from the UK). Lines are open Monday to Friday from 8am to 6pm and on Saturday from 9am to 1pm.

Where your complaint does not relate to a financial service:

We have subscribed to Motor Codes of Practice. The Motor Ombudsman is the automotive dispute resolution body. Fully impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK's motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. To find out more visit https://www.themotorombudsman.org/about

You can call them on 0345 241 3008 (option 1). Lines are open between 9am to 4.305pm Monday to Friday (excl. bank holidays).