Complaints procedure

Car Place Ltd Complaints Procedure

Car Place Ltd is committed to providing a high standard of service to you and all our customers. For this reason we have published this complaints procedure. We know we won’t always get it right first time so please tell us when we don’t and we’ll do our best to make it right.

By letting us know if you are unhappy with the service you experienced it gives us the opportunity to put matters right for you and to improve our service in the future for everybody.

Our staff are the best placed to receive your complaint and to work with you to resolve it. You can share your concerns with them in person, by phone, by letter or email.

CAR PLACE LTD

36 LODGE LANE

SOCKETTS HEATH

GRAYS

ESSEX

RM16 2YL

Telephone: 01375 757575

E-mail: [email protected]

YOU HAVE THE RIGHT TO REFER YOUR COMPLAINT TO THE FINANCIAL OMUDSMAN SERVICE AT ANY STAGE OF YOUR COMPLAINT.

TEL:0845 080 1800

[email protected]

Can usually deal with phone queries on the spot – so phoning might be quicker than emailing.

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London E14 9SR

What you need to provide

To help us investigate and resolve your issue, please provide the following information (if you have not already done so):

· Your name and address

· Your vehicle registration number (if applicable)

· A daytime telephone number where we can contact you

· A clear description of your concern or complaint

Details of what you would like us to do to put it right.

Where applicable please also provide copies of any relevant documents such as letters or invoices.

How we will respond

We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you.

Our first step in the complaints procedure is to understand what the problem is and to find out what we can do to put the matter right.

Sometimes we may not be able to sort it out straight away. Where we cannot resolve it in a few days through the or where we receive a written or verbal complaint, this is what you can expect from us:

Information of who is handling your complaint and how to contact them. Sometimes this may not be the person who received your complaint but the individual best placed to deal with it. We will aim to keep you informed of any progress, though please be aware that when we need to liaise with third parties for assistance or information, we may not be able to resolve your complaint as quickly as we would like to.

We aim to resolve your complaint within four weeks. If we are unable to do so, we will write explaining what’s happening and let you know when we expect to do so.

If you are still not happy…

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If, for whatever reason, you are unhappy with the response you receive from us please get in touch directly with the person or department who handled your complaint. They will then agree with you what the next steps are.

If you are still dissatisfied, please contact us again and we will be able to advise you of the appropriate company / body to refer your complaint to.

If we cannot satisfy your complaint and an agreement is made to replace or refund you will be charged for the daily use that you have had from your vehicle at a reasonable weekly rate in line with local rates of a leading car hire company at the time of the event. The costs of returning a vehicle for repair or replacement will fall with you the customer.

Finally …

Please remember that Car Place Ltd value your feedback.

Please help us to get it right every time, for every customer.