COMPLAINTS POLICY AND PROCEDURE

 This policy sets out our intent and objectives for how we handle complaints. It covers:  • What is a complaint?  • Our standards  • How to make a complaint  • How we will investigate and respond to your complaint  • Our timescales for dealing with complaints  • What to do if we are unable to resolve your complaint  • How RVS will record, monitor and analyse your complaint  What Is a Complaint?  We define a complaint as ‘any expression of dissatisfaction (oral or written)  with our service or products, whether justified or not, which alleges that the  complainant has suffered (or may suffer) financial loss, material distress or  material inconvenience.’  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  we’re not able to immediately satisfy your concerns or feel that a more  substantive review is required to respond to the issues raised, or if your  complaint is about a finance and/or insurance product, your complaint will be  considered under the formal complaint procedure outlined below.  Our Standards  • We treat all complaints seriously, objectively and in an unbiased manner,  however they are received  • You will be always treated with respect and courtesy  • We will deal with your complaint promptly  • We will keep you updated with the progress of your complaint  • When we get things wrong, we will accept responsibility, explain what  happened and  why and seek to put things right  • We will handle your information confidentially and in line with Data Protection  legislation  • We will learn from complaints and use complaints data to help drive business  improvement  How To Make a Complaint  Should you wish to make a complaint, where possible, we ask that you do so  in writing - either online or via post. This will help ensure that the details of  the complaint are clear and complete. We will NOT acknowledge verbal  complaints until given to us in either of the above formats.  You can submit the details of your complaint either;  1. by email: rvsgarageservices@gmail.com   2. or by writing to us using the details below:           3. Unit 1, Telford Gate, Business Park, Andover SP10 3SF  Please provide us with the following information:  4. Your name and contact details  5. Vehicle registration, make and model, if applicable  6. Explanation of the complaint including dates and times, where known  7. Copies of any supporting documentation, if available  How We Will Investigate and Respond to Your Complaint  Following receipt of your complaint, we will conduct a full and  thorough investigation, considering all information relevant to your  complaint. We will then decide whether the complaint should be  upheld and, if so, what remedial action or redress (or both) may be  appropriate.  When we get things wrong we promise to:  • accept responsibility  • explain what went wrong and why  • strive to put matters right  The general principle we follow to put matters right is that you should, so far  as possible, be put in the position you would have been in, had things not  gone wrong. An apology is usually appropriate, but we will also consider  whether any other action should be taken. This may include, for example:  • taking remedial action (such as reviewing or changing a decision on the  service provided)  • putting things right (for example changing procedures to prevent similar  issues in future)  • training or supervising staff  • offering financial compensation  Our Timescales for Dealing With Complaints  We want to help you resolve your complaint as quickly as possible.  We will acknowledge your complaint in writing (by letter or email) within 5  working days of receiving your complaint. We will automatically provide you  with a copy of this complaints procedure.  We will fully investigate your concerns and then provide a written response to  you (by letter or email). We have up to 8 weeks to send the Final Response  Letter to you. However, we will respond to you as quickly as possible and aim  to do so within 28 days of receiving your complaint.  We will class your complaint as closed once this Final Response Letter has  been issued.  What To Do If We Are Unable to Resolve Your Complaint  If we are unable to respond to your complaint fully and in writing within 8  weeks of the we received it, or you are dissatisfied with the response we have  provided, you may be able to refer your complaint elsewhere for another  opinion.  If your complaint relates to a finance or insurance product, you may be able to  refer your complaint to the Financial Ombudsman Service, free of charge. If  your complaint falls within their jurisdiction, we will explain this in your Final  Response Letter. For more information about the Financial Ombudsman  Service you can visit their website: www.financial-ombudsman.org.uk  If your complaint relates to something else, you may be able to refer your complaint  to The Motor Ombudsman. The Motor Ombudsman are certified as an ADR  (alternative dispute resolution) provider by the Chartered Trading Standards institute.  For more information, you can visit their website  at https://www.themotorombudsman.org/. Alternatively, you can call them on 0345  241 3008.  How RVS Will Record, Monitor and Analyse Your Complaint  At RVS we are dedicated to improving our performance, services and functions. We  log all complaints that we receive so we can monitor and analyse the types of  problems our customers are experiencing, how we can resolve them and how long  we are taking to handle complaints. Where trends or gaps are identified, we will put  corrective actions and mitigating solutions in place as soon as possible.  All complaints are handled confidentiality and in accordance with the General Data  Protection Regulation.