Customer Complaint Handling Procedure

Providing exceptional customer service has always been important to Fred Rees Garages throughout our 100-year history and therefrom complete customer satisfaction. Occasionally however, something may go wrong and if it does, we will address your complaint in a fair, consistent and prompt manner.

We will require the following information from you in the event of you raising a complaint -

• Your Full Name and Address and Contact Details
• Vehicle Details including Registration Number, Make and Model, Date of Purchase and from whom, Current Mileage.
• A clear written statement of what your complaint is about and the expectation or resolution you require.

Email the above details to ralph@fredreesgarages.co.uk or send in post to - Ralph Rees, Fred Rees Garages, Victoria Garage, Haverfordwest, Pembrokeshire, SA61 2HD.

What happens next?

We will acknowledge your written complaint within 5 working days, and we will investigate and provide a written response within 4 weeks. If the investigation is likely to be longer, we commit to keeping you informed and explaining the reason for the delay.

Final response

We will always aim to resolve your complaint at the earliest opportunity. We are required to respond to all complaints with our final outcome within 8 weeks or explain why and how much further time is required.

This final outcome letter will include -

• Our decision and reason as to whether the complaint has been upheld or rejected.
• Details of any redress/remedial action being (or that has been) taken.
• Your right to refer to the relevant Ombudsman if you remain unsatisfied with the outcome, along with their contact details.

If we need longer to investigate or cannot resolve your complaint within 8 weeks, we will keep you informed of the current situation and the planned course of action.

Other Contact details you may need

The issuing of the Final Response Letter ends our formal complaints procedure. If you are still dissatisfied, you may refer your issue to the Financial Ombudsman Service by -

• Email - info@financial-ombudsman.org.uk
• In writing - The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

If your complaint is mechanically related to the vehicle then you have the right to refer to The Motor Ombudsman (TMO) Service -

• Website - www.themotorombudsman.org
• Telephone - 0345 241 3008
• In writing to - The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.

For further help and advice related Data Protection complaints, contact The Information Commissioner’s Office (ICO). For a Data Protection issue, you have the right to lodge a complaint with a Data Protection Regulator in Europe, in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office, the data protection regulator in the UK, are -

• Phone - 0303 123 1113
• Email - casework@ico.org.uk
• In writing to - Information Commissioners Office, Wycliffe House, Waters Lane, Wilmslow, Cheshire, SK9 5AF.