At Q&A Motoring Ltd, we place our customers at the heart of everything we do and work hard to provide you with the best possible service. If you are dissatisfied in relation to any services provided by Q&A Motoring Ltd, whether oral or written, please let us know. We will do everything we can to put things right.
All complaints, regardless of their nature, will be heard and dealt with in accordance with our complaints procedure. Complaint can be submitted to our business address, by phone, fax or email as listed in the header of this agreement.
We endeavour to settle all complaints at the earliest opportunity and aim for a resolution within 48 hours of receipt. In the event we are unable to resolve your complaint, we will work within the guidelines and follow the Ministry Of Justice complaints procedures and its initiative “treating customers fairly, effectively, consistently and promptly”. When complaint is received, we will contact you either by telephone or in writing to acknowledge receipt of your complaint. We will also let you know the name and contact details of the person or team dealing with your complaint and provide you with a copy of our complaints procedure.
We will investigate the complaint and keep you updated on the progress made. Within two weeks we will send you a final response which addresses all the issues of the complaint. Where a redress of the complaint is required, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer you accept. However, this may not always involve financial compensation.
We will regard any complaint closed if we do not receive a reply to our final response within eight weeks. If you are still not satisfied or your complaint is not resolved within four weeks you may wish to refer to the Claims Management Regulator.
Claims Management Regulator
PO BOX 7824
Burton on Trent
Telephone: 0845 450 6858