If you feel that you have not received the standard of service you expect or that we may not be providing an adequate service in a particular area, it is best we try and resolve the issue with the department
Whilst the Complaints Procedure is there to ensure that PWH Motors Ltd. does respond to genuine concerns about its services, there are some circumstances in which it will not be available. For example, if the issue is being considered b a Court, or Tribunal, if court proceedings have been threatened or if he case is being considered by the Financial Ombudsman. PWH Motors Ltd. will also not consider complaints which are malicious, derogatory, racist, include threatening or offensive remarks or relate to actions which took place more than a year before the complaint, Where there is no reason for the delay.
- Making a complaint is as easy as possible;
- We treat as a complaint, any clear expression of dissatisfaction with our service which calls for a response;
- We treat it seriously whether it is made in person, telephone, letter, fax or email;
- We deal with it promptly, politely and, where appropriate, informally (for example, by telephone);
- We respond in the right way — for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
- We learn from complaints, use them to improve our service, and publish information on complaints — for example, in our Departmental Report
- Record the nature of the complaint.
- Ask the client to respond in writing
- We will reply within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time — for instance, because a detailed investigation is required — we will give you an interim response, telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
- That full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly.
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