CRAIG DANIELS AUTOMOTIVE CUSTOMER COMPLAINTS PROCEDURE

Craig Daniels Automotive is dedicated to delivering products and services of the highest standard. However, we understand that occasionally issues may arise. If you have a concern or are dissatisfied in any way, we are committed to resolving the situation in a fair and transparent manner.

Complaint Handling Process:

1. Contact Information:

If you have a concern regarding your vehicle or the service provided, please contact us at:

Craig Daniels Automotive
Unit 46 Red House Farm, IP14 4LE
Phone: 01449 860026
Website: https://www.craigdanielsautomotive.co.uk/

2. Information Required:

To assist us in thoroughly investigating and resolving your complaint, please provide the following information:

Your name and address
Contact details
Clear description of your complaint
Details of the resolution you seek
If applicable, copies of any relevant supporting documentation
3. Contacting Us:

You can reach us during our business hours:

Closed (Opens at 10 am on Wed)
Phone: 01449 860026
4. Staff Training:

We are committed to maintaining high customer service standards. Our staff undergo regular training to ensure a comprehensive understanding of our customer complaint procedure.

5. Finance Agreement Complaints:

If your complaint pertains to a finance agreement or the vehicle funded under such an agreement, please contact the finance company indicated on your agreement for resolution. Note that Craig Daniels Automotive is a credit broker, not a lender, and can only address complaints related to the introduction and sale of the finance agreement.

6. Alternative Dispute Resolution:

If dissatisfied with our response, you may seek an independent review through the alternative dispute resolution process. The Financial Ombudsman Service is one such body:

Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0300 1239 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Our Commitment to You:

We pledge to thoroughly investigate your complaint and provide a fair response based on all available information. Our commitment includes:

Within 5 working days, a written acknowledgement of your complaint with details of the handling process.
Regular updates on the progress of your complaint.
Within 8 weeks of receiving your complaint, either a final response with reasons or an explanation of the delay and an expected resolution timeframe.
While we may not always provide the desired answer, we ensure a clear explanation for our decision.