top of page
COMPLAINT HANDLING PROCEDURE

 

Customer Information

Touring Vehicle Services is a member of the Approved Workshop Scheme. A key commitment under the scheme’s Code of Practice, that lies at the heart of the scheme is that we maintain a clear and formal written complaints procedure and take effective and immediate action to try and resolve any customer complaint. Our procedure is as follows:

 

  1. If you want to make a complaint:

    • We will acknowledge your complaint, in writing or by phone, within 3 working days of receipt.

    • We will issue an initial response or a final decision, in writing, as soon as possible or at the latest within 10 working days of complaint receipt.

    • If we issue an initial response and you notify us that it does not resolve your complaint, we will issue a final decision, in writing, as soon as possible or at the latest within a further 5 working days.

    • In all instances, if we justifiably need more time to investigate and manage your complaint (e.g.: because it involves another party), we will provide written reasons why and an estimate of the date when we expect to be able to issue an initial response or final decision.

    • We will keep a complaints log which will be available for inspection by AWS assessors.

  2. We will keep you informed either by letter or e-mail, whichever you prefer.

  3. For all complaints, we will provide either a response and/or a final decision in writing. Any final decision will include details of the AWS Informal Dispute Resolution Service and the Independent Case Examiner (the Examiner) in case you require independent redress. Please note that the Examiner will only consider complaints that have been first sent to, and considered by, the AWS Informal Dispute Resolution Service.

  4. If you are not satisfied with our final decision, or if we exceed the response timescales (see 1 above), you may be able to refer your complaint to the AWS for informal dispute resolution. If this fails to resolve your complaint or if the AWS Informal Dispute Resolution Service is not able to handle your complaint, your complaint may be escalated to the Examiner. We will co-operate fully with the Examiner during an investigation and comply with his final decision which is binding on us both. Please note an administration fee of £50 (+ VAT) will be charged by the AWS should you wish to use the Examiner service. This fee is refundable only if the Examiner finds in your favour, subject to his discretion. There are no other charges to you for using the service.

  5. We will liaise, at your request, with anyone acting formally on your behalf (e.g. Trading Standards, Citizens Advice Bureau, Consumer Advice Centre, etc.).

 

Complaints should be sent to:

 

Name:                           Ian Cowan

Name of firm:                Touring Vehicle Services

Postal Address:             Woodside, Broadgait, Gullane, EH31 2DH

Telephone number:       07882617910

E-mail address:             query@touringvehicleservices.co.uk

 

Note: The Approved Workshop Scheme (AWS), is a joint enterprise between the NCC (National Caravan Council), The Caravan and Motorhome Club and the Camping and Caravanning Club. It has developed a Code of Practice, which ensures that subscriber members treat customers fairly, deliver

high levels of customer satisfaction and provide full protection and access to redress should it be needed. Further details can be found via www.approvedworkshops.co.uk.

bottom of page