Complaints Procedure

Complaints Handling Procedure

It is the aim of The Car Network trading as The Electric Car Lady to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the person that you have been dealing with.

We will try to resolve your complaint immediately, however sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:

email lesley.howes@thecarnetwork.co.uk

calling us on 01428 550 700

or write to us at 52,Church Road, Bramshott, Liphook GU30 7SH

We aim to resolve all complaints internally, if however you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, details can be found at:

www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards.

You may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complain@bvrla.co.uk

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.