Complaints Procedure | Poole Accident Repair

The steps we take to handle complaints:

Our Commitment to You

At our organisation our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen and when they do, we will try to put things right as quickly as possible.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service

If you have a Complaint

We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not.

Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.

To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the complaint at an early stage.

You can notify us of your complaint through the following channels:

In Writing: Poole Accident Repair, Unit 4 The Fulcrum, Vantage Way, Poole, Dorset BH12 4NU

Telephone: 01202 733866

Email: customerteam@pooleaccidentrepair.co.uk

What happens if your complaint cannot be resolved right away in the organisation?

There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.

Once received, your complaint will be investigated and dealt with in the following way:

By Day 7

We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.

By Day 14

Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

By Day 28

In the unlikely event that your complaint has not been resolved at an earlier stage, a senior manager will complete a review and write to you with a final response.

If you are still dissatisfied

If you wish to pursue your complaint further you can contact the Vehicle Builders and Repairers Association. If your repair was done through your insurer, you can also contact your insurance company and follow their complaint process.