Treating Customers Fairly (TCF)
Complaints about our products & service can be made in person at the office, by telephone, e-mail or letter. This information is displayed in our office & all customers are made aware of it.
We have a log system for any complaint received, which is kept in the customer complaint folder. If in the case of an initial telephone complaint customer are advised to put the complaint in writing to ensure they get across every detail.
If the complaint can be resolved by telephone or within 24 hours it will be done so & the incident logged & signed off as closed.
Alternatively customer will then be sent an acknowledgement letter to confirm we have received the letter & that the matter will be investigated. Usually sent within 2 working days of receipt of the complaint, copy is available in the complaints folder.
Following investigation the customer will be contacted with 7 working days or less with a view to arranging a site visit so the complaint can be reviewed. This could include an independent evaluation to establish facts & finding. These facts & findings will be taken in to consideration, whilst keeping in mind TCF is observed.
If an agreement for the resolution of the complaint is agreed the customer will be sent or given a letter in writing. This will outline the points discussed & agreed, the customer has then 14 days to sign & accept these terms.
Should the customer not sign & accept the terms the documentation will be kept & used in any future proceedings. We at this point will discuss the issue with industry advisors.
Management; Chris Hodgson Car Sales Ltd
