Introduction
Complaints are a vital part of any business, accepting accountability from any feedback presented to us allows opportunities to review processes, procedures, and people.
The aim of our policy is to ensure that all customer complaints, either written or verbal, are handled in a consistent and regulated manner, while attempting to improve our service standards to mitigate further complaints.
This policy will be reviewed regularly, at least annually, and amended as considered necessary to improve service standards and comply with any regulatory and trade membership standards.
Principles
Customer Focused
· Treat all complaints sensitively, while showing compassion to the complainant
· Deal with all complaints within a timely manner, avoid unnecessary delays
· Use clear language this is easy for complainant to understand, communicating with them in a way that is appropriate for them and their circumstances.
· Actively listen to the complainant, consider all they have said before providing any response.
Be open and accountable
· Ensure out complaints process is easy to follow, and readily available.
· Provide clear evidence-based responses to all complainants, and reasons for concluded decisions
· Create and maintain reliable records, storing all complaint data in line with our GDPR obligations
· Vrooma Vehicles Ltd and their contractors, take responsibility and accepting fault for any incorrect or negative actions taken by them.
Act fairly and proportionately
· Investigate all complaints thoroughly and fairly
· Base decisions only, on facts and evidence
· Do not treat any customers differently during or after a complaint
· Ensure full discretion and protection for all complainants and any staff member involved
Put things right
There is a wide range of appropriate responses to a complaint that has been upheld. These include:
· An apology, explanation, and acknowledgement of responsibility.
· Remedial action, which may include reviewing or changing a decision on the service given to an individual complainant; revising published material; revising procedures; polices or guidance to prevent the same thing happening again; training or supervising staff; or any combination of these
· Financial compensation for direct or indirect financial loss, loss of opportunity, inconvenience, distress, or any combination of these
How to Complain and What Will Happen
Should you wish to submit a complaint, we will always attempt to resolve your issue as quickly as possible.
You may contact us in the first instance by telephone to 01244 604685, or in writing to: Customer Service Department, Vrooma Vehicles Ltd, The Old Fire Station, 77 Church Street, Connah’s Quay, Deeside, Flintshire, CH5 4AS, or email to: enquiries@vrooma.co.uk.
Receipt of a complaint will be acknowledged within 1-working day.
The complaint will be investigated and a possible outcome reached, or further information requested, and together with a summary of the complaint’s procedure and an outline of your rights will be emailed or posted to you within 5-working days.
A final response to your complaint may take up to 30-working days.
Working days referred to our Monday to Friday (excluding Bank Holidays).
