Active Auto Solutions is committed to delivering a high quality service and we encourage customers to let us know if they wish to complain or if there is a need for improvement.
Objectives of the complaints policy
- To provide dissatisfied customers with a mechanism for seeking redress.
- To provide feedback to enable us to review our performance and to continually improve our service.
What is a complaint?
A complaint is whenever a customer expresses dissatisfaction with the service they have received. However, most complaints will be concerned with relatively minor, everyday matters which can be resolved informally with the person(s) directly concerned.
Therefore, this policy defines a formal complaint as ‘a problem not resolved by informal means or one too serious to be dealt with informally’.
What to do if you wish to make a formal complaint?
If your problem cannot be resolved at the point of origin then you should make your complaint either:-
In writing to:
Mr James Parczuk
Active Auto Solutions
Landmark House East
By telephone to the above office on 01522 846140.
In person to the above office
By email to firstname.lastname@example.org
A written complaint must be made within 3 months of the occurrence and should contain a clear statement of the grounds for complaint with supporting documentation or evidence where appropriate.
How we handle your complaint
We will acknowledge your complaint in writing within 5 working days of receipt.
Your complaint will be referred to the relevant manager who will investigate and respond directly to you, in writing, within 10 working days of the issue of the acknowledgement letter.
If the response received is not acceptable to you, then you may wish to refer the matter back to the Managing Director, requesting that the matter be reviewed. In the event of a complaint requiring a lengthy investigation you will be updated regularly throughout the process.
If your complaint relates to a service regulated by the Claims Management Regulator (i.e. a claim for personal injury) and you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
The Legal Ombudsman PO BOX 6806, Wolverhampton, WV1 9WJ.
Alternatively, complaints can be made to any solicitor appointed to deal with your claim, details of whom will be provided upon request.
All complaints are taken seriously and will be dealt with fairly and thoroughly. Dealing with and monitoring complaints will help us to identify areas of weakness and enable us to continually improve our service.