Complaints procedure

Complaints Handling Procedure

It is the aim of The Car Network to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone 01428 707993 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. Please tell us as soon as you can with your contact details and as much information to help us to understand the issue.

We will try to resolve your complaint immediately, however sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

We will also acknowledge the complaint in writing.

Supply details in our acknowledgement letter of the Financial Ombudsman Service

Make contact with you to seek clarification where necessary and fully investigate the complaint.

Keep you informed of our progress and discuss with you our findings and proposed response.

We will let you know our final response as soon as possible and not later than 8 weeks.

Complaints settled within three business days:

Complaints that can be settled to your satisfaction within 3 business days may be handled differently. Where we think a complaint can be resolved to your satisfaction we will promptly send you a Summary Resolution Communication which refers to the fact that you have made a complaint, and informs you that we now consider the complaint to have been resolved to your satisfaction.  We will advise you that if you subsequently decide that you are dissatisfied with the resolution you may be able to refer the complaint back  to us for further consideration or alternatively refer the complaint to The Financial Ombudsman Service.

Closing a complaint.

We will consider a complaint closed when we have made our financial response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

To register a complaint contact us by either:

email: lesley.howes@thecarnetwork.co.uk
calling us on 01428 550 055
or write to us at 52,Church Road, Bramshott, Liphook GU30 7SH

We aim to resolve all complaints internally, if however you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, details can be found at:

www.financial-ombudsman.org.uk

Non-financial complaints can be directed to Trading Standards.

The Car Network Ltd are a member of the industry trade body the BVRLA and make is our policy to adhere to their Code of Conduct to ensure that our customers benefit from the highest standards.

If you are not satisfied with the outcome of your complaint you may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. 

Details can be found at www.bvrla.co.uk or by contacting complain@bvrla.co.uk

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.