COMPLAINT RESOLUTION - ALTERNATIVE DISPUTE RESOLUTION (ADR)

Croyland Car Megastore – Complaints Procedure

We are renowned for our high standard of customer care however, sometimes things go wrong and when it does we would like you to tell us about it so we can learn from it and continually evolve the way we work.

Formal Complaints Procedure

Stage 1

We encourage you to try and resolve the issue with the staff member dealing with your concern in an informal way. If you feel you are unable to resolve the matter in this way you should email your complaint to aftersales@croylandcarmegastore.co.ukyour complaint will be dealt with by:

Sue Wilson – Customer Service Administrator

Sophie Dunn – Operations Manager

Your complaint will be acknowledged within 7 days and a full response within 14 days.

Stage 2

If you remain dissatisfied with the outcome of your initial complaint (Stage 1) please reply to our initial response asking for your complaint to be reviewed. Your email will be acknowledged within 48 hours days and you will receive a full and final response within 7 days. Your complaint will be reviewed by:

Mark Swindells – General Manager

Final Stage

Our Alternative Dispute Resolution (ADR) Process

If you are not satisfied following the conclusion of our complaint handling procedure, it is recommended that you contact The National Conciliation Service:

First floor
2, Allerton Road
Central Park
Rugby
Warwickshire
CV23 0PA

Telephone: 01788 538317

https://www.nationalconciliationservice.co.uk/contact-us/

Please quote our postcode and business name as below.

NN10 6GA, Croyland Motors Limited T/A Croyland Car Megastore

As a subscriber to the Motor Industry Code of Practice for Service & Repair, we are fully committed to making sure we operate to the highest standards of service, so we can give you peace of mind and we are committed to:

  • Honest and fair services
  • Open and transparent pricing
  • The completion of work as agreed
  • Invoices that match quoted prices
  • Competent and conscientious staff
  • A straightforward and swift complaints procedure

Thank you
The Croyland Car Megastore Team