Complaints Policy
Stourbridge Automotive Ltd aims to provide a high-quality level of service with a high standard of customer care. Though, recognize that we may not always get it right and will ensure customer complaints are dealt with both efficiently and effectively.
How to make a complaint
However, if you wish to make a complaint, you can do so by sending an email to: enquiries@stourbridgeautomotive.co.uk
Information
Please include the following information within your complaint:
- Full name
- Contact details (telephone and Email).
- Please highlight that you are raising a complaint.
- Information relevant to your complaint such as times, dates etc.
- Type of service Stourbridge Automotive Ltd provided
- Summary of the issues experienced and the reason for services being unsatisfactory according to the complaint.
What to expect
Complaints will be received and processed during business working hours which are:
Monday – Thursday: 8.30am – 5.30pm
Friday: 8.30am – 4.30pm
Acknowledgement
Stourbridge Automotive Ltd will respond to you within 72 hours acknowledging receipt of complaint. A full investigation will be carried out, which may need further information to assist with our investigation.
Response
Upon a full investigation of the complaint, we will aim to provide a full response within 14 business days via email. In the unlikely event where the aimed time frame may not be possible, regular updates will be provided with a revised time frame to complete the investigation, where by Stourbridge Automotive Ltd will aim to offer a solution most appropriate to the circumstances.
Other options
Stourbridge Automotive Ltd will offer a full explanation and hopes to resolve any issues wherever possible. If not completely satisfied a formal dispute can be raised externally via:
Professional body
Stourbridge Automotive Ltd is a member of The Motor Ombudsman.
Details on how to formally complain can be found on the Motor Ombudsman’s website – https://www.themotorombudsman.org
Legal Claims
Stourbridge Automotive would always hope that any dispute can be resolved at the most amicable level possible. However, if the complaint cannot be resolved via any of the above methods, you may wish to obtain legal advice.
Information about your legal right as a consumer can be found on the Citizens Advie Bureau website – https://www.citizensadvice.org.uk