Complaints Policy

MotorAid Ltd prides itself on excellent service and a very high standard of workmanship which is why we carry the quality stamp of the BSI Kitemark striving to make sure the ‘’Right First Time’’ approach is met at all times. Unfortunately things can go wrong, which is why we have a complaints procedure that deals with making a complaint as easy as possible.

• At MotorAid Ltd we treat a complaint as a clear expression of dissatisfaction with our service or standard of repair which will always be dealt within a timely manner.
• We deal with the complaint promptly, politely and when appropriate confidentially.
• We will respond in the right way for example with an explanation or an apology where we have got things wrong or provide information on any action taken.
• We learn from our complaints and use them to improve our service and we review our complaints policy and procedures on a regular basis.

We at MotorAid Ltd recognize that many concerns will be raised informally and dealt with quickly, our aims are to:

• Resolve informal concerns quickly.
• Keep matters low key.
• Enable mediation between the complainant and the member of the management team to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved, but if concerns cannot be satisfactorily resolved informally, then the formal complains procedure should be followed.

The formal complaint procedure is intended to ensure that all complaints are handled fairly, consistently and where possible resolved to the complainants satisfaction, we will:

• Acknowledge the formal complaint in writing where necessary.
• Respond within 14 days.
• Deal reasonably and satisfactorily with the complaint.
• Take agreed action where appropriate.

All written complaints should be address to:

Document approved by: General Manager
Dated: 8th December 2016

If you feel the complaint / dispute has not been settled in a way you are happy with then we are happy to support the ALTERNATIVE DISPUTE RESOLUTION (ADR) route, detailed below:

As you’ll see below, the Codes cover important rules about services and repairs.

Service and Repair
The National Conciliation Service Code of Practice for Service and Repair requires us to provide:

• Honest and fair service
• Open and transparent prices
• Completion of work as agreed
• Invoiced that match quotes
• Competent and conscientious staff
• Straightforward and speedy complaints handling

From time to time there may be instances when you, our customer, are not satisfied with the service that we have provided. In this instance we would always like you to talk to us directly so that we can rectify this.

Whilst we are clearly committed to a high quality of customer service there may be times when we are not able to resolve a dispute. In this unlikely event we would refer you to an ADR provider, either NCS or the Financial Ombudsman Service (FOS), depending on the nature of the dispute.

What is ADR? – ADR stands for Alternative Dispute Resolution and is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps all parties reach an agreement. National Conciliation Service is a CTSI certified ADR provider that can offer this ADR service. Further details can be found at https://www.nationalconciliationservice.co.uk. Alternatively you may wish to contact their advice line on 01788 538 317. As detailed in legislation, should the dispute relate to any financial services, then the Financial Ombudsman Service (FOS) offers this ADR facility. Further details can be found at financial-ombudsman.org.uk or you may prefer to talk it through with someone on 0300 123 9123 or 0800 023 4567.