Customer Feedback / Complaints Procedure

It is inevitable that with the repair/servicing of technologically complex vehicles there will be some problems that will arise. Be aware though that under OFT Guidelines a failure to deal with customer complaints properly will put at risk your Consumer Credit Licence. It is essential therefore that you adopt a Customer Complaints Policy to deal with any problem that may arise. The following is a template for you to use:

Step 1 Make customers aware of the person to whom complaints should be directed.
Step 2 Identify the nature and detail of the problem. Sit the customer down and listen to the exact nature and extent of their complaint. Complaints will fall into one of several categories listed below:

a) Broken promise
The customer feels that they have been promised something to which they are entitled but they have been let down. Identify what that expectation is and if the complaint is justified then seek to resolve it.

b) Quality issues
These may relate to the quality of products e.g. an exhaust beginning to blow one month after purchase or services e.g. grease marks on upholstery. See Consumer Law Manual for guidance or ring Lawgistics. Identify the issue determine whether it is a fault for which you are liable or whether it is a problem caused by neglect or misuse and deal with it accordingly.

c) Description of product or services
These are particularly dangerous complaints, if justified these may result in proceedings being instituted. Identify the description and determine whether or not it is justified. If it is, then contact Lawgistics immediately and seek to rectify the problem. Failure to carry out items in a menu service are a high risk area.

d) Price discrepancy
These are potentially dangerous complaints and can lead to a Trading Standards enquiry. If a mistake on price has been made then a refund should be made immediately. If in doubt contact Lawgistics.

Step 3 If the problem is not capable of immediate resolution ask the customer to put their complaint in writing.

Step 4 Ensure that the customer is kept informed as to what is happening with their complaint.

Step 5 If you cannot resolve the matter then refer it to Lawgistics for their help. If it is to be referred to Lawgistics then tell the customer. They then know what to expect and within a defined timescale. Nothing causes more conflict than keeping the customer in the dark.

Be polite and courteous. If you put their back up then you may become entrenched and the claim may then escalate culminating in court action.