Palmers Motor Company Complaints handling policy
Purpose and Scope
While we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Palmers Motor Company receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.
This policy covers:
Our standards
How to complain
How to contact us
What to do if you remain dissatisfied
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.
Our Standards
We treat all complaints seriously, whatever format they are received in
You will be treated with courtesy at all times
We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days
We will keep you updated and let you know when we expect to be able to reply in full
Complaints received are logged and analysed for business improvement
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.
What information is required when making a complaint?
Please provide the following:
Your name, and contact details
Vehicle registration, make and model, if applicable
Nature of the complaint
Dates and times, where known
Copies of any supporting documentation, if available
How to contact us?
Palmers Motor Company
Pennie Way
Redbourn Road
Hemel Hempstead
Herts
HP2 7AZ
Tel: 01442 232300
Email: complaints@palmersgroup.net
Regulated Complaints Post:
Automotive Compliance Ltd,
The Factory,
44 Alfred Street,
Gloucester,
GL1 4DD
Telephone: 01452671560
E-mail: complaints@automotive-compliance.co.uk
What to do if you remain dissatisfied?
We aim to resolve complaints at the earliest possible opportunity. If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations or if we cannot resolve your complaint within 8 weeks, you may refer your dispute 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
Or alternatively, you can write to the FOS via:
Financial Ombudsman Service
Exchange Tower, London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Data Protection
All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018.
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.