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Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a complaint
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated insurance or finance product purchased at an early stage. You can notify us of your complaint through the following channels.
In the first instance, please direct your complaint to:
BERKELEY VALE MOTOTRS Ltd,
Complaints Department
If your complaint or dissatisfaction is in relation to Regulated Finance and/or General Insurance products, you can contact below:
ITC Compliance Ltd,
3 Monarch Court
Emersons Green
Bristol
BS16 7FH
Telephone: 0117 440 3700
Email: complaints@itccompliance.co.uk
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel 0300 123 9123
Website: www.financial-ombudsman.org.uk
Conditions relating to jobs carried out in our workshops are detailed on the job instruction form or order and have been pre agreed.
Payment for the service provided is due at the time of collection unless and alternative method of payment has been agreed prior to commencement of work.
Ownership of goods shall pass when payment has been received by ourselves (and cheques cleared) and not on delivery.
All jobs carried out in our workshop will be guaranteed against faulty workmanship pertaining directly to that work for a period of twelve months. All manufacturers parts fitted in our workshop will be guaranteed for a period of twelve months unless a longer manufacturer guarantee is in place.
All queries pertaining to this invoice must be made within 3 working days of issue, quoting this invoice number.
It is our policy to supply only parts that conform to the vehicle manufacturers’ specification.
We reserve the right that goods returned for credit (which been correctly supplied) are subject to a handling charge. All special orders, correctly supplied parts and parts of non-merchantable quality will not be accepted for credit. Credit for exchange units will only be provided if the units are clean and oil free condition in the original box.
All queries pertaining to this invoice must be made within 3 working days of issue, quoting this invoice number.
Nothing contained above is designed to, nor will affect customer’s rights under common law.
Hawkins (Berkeley Vale Motors) Ltd subscribe to the Motor Industry Code of Practice (Motor Codes) who can provide CTSI certified Alternative Dispute Resolution services.
In the event of a dispute relating to service or repair that cannot be settled to the consumerssatisfaction Hawkins (Berkeley Vale Motors) Ltd will refer the consumer to the Motor Codes ADR provider.
Further details can be found at www.adr.motorcodes.co.uk or alternatively you can contact the advice line on 0800 692 0825
