Complaints Procedure

Our Commitment To Quality-The Complaints Procedure

We are committed to respond promptly and fairly to complaints or expressions of dissatisfaction from our customers.

Within this leaflet you will find details of our internal customer complaints procedures, including timeframes in which we will respond to any issues that you raise. Our aim is always to satisfactorily resolve any complaints at the earliest opportunity, by following the guidelines in this leaflet. We keep records of all complaints that we receive.  They provide us with valuable feedback, tell us how to improve our services.

Your views are important, so please make them known to us. The complaint investigation is free of charge. Who should you complain to?

In the first instance please address your complaint in writing, email or telephone. Details can be found on this leaflet.

What will we do next?

Our aim is to provide a satisfactory solution as fast as possible. In some cases, further investigation may be required, in which case we will try to provide an answer by the end of the next working day. If this is not possible, we will send you a written acknowledgement within five working days. This will state the name of the person who is dealing with your complaint, and their contact details.

When will we contact you again?

We will either provide our final response to your complaint within four weeks of receipt, or we will write to you to explain why we have not been able to do so and when, then we expect to make further contact. If after 8 weeks we have still not provided a final response to your complaint, then we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. 

What do we mean by final response?

Our final response will detail the results of our investigation into your complaint, and we will explain whether it has been accepted or rejected. In both cases we will explain the reasons for our decision. Where it is appropriate, we may make an offer of redness into our account the individual circumstances of each case investigated. This will not always involve financial redness and may simply involve an apology. Our aim is to treat all customers consistently and fairly.

What happens if you remain dissatisfied?

Our final response will provide details of how you may escalate your complaint if you remain dissatisfied following the outcome of our investigation. It will also give you details of any rights of referral you may have to an Ombudsman service, arbitration scheme, or dispute resolution centre.

                                                                                    Contact details

                                         Bav Motors Ltd,Unit 3 , Chilton Cantelo, Yeovil, BA22 8FS

                        Tel. 07477595072, 07849275061       email. bavmotorslimited@gmail.com

Company Reg No.11268221                                                                                               

VAT No:2992148786