This document detailing Wilson & Co, Classic Car Restoration LTD ‘s complaints procedure is openly available and will always be provided upon request.
We pride ourselves in customer care and will aim to do whatever is reasonably possible to resolve an issue.
If you have a problem, please get in touch with us by contacting us via email: info@wacccr.co.uk and if possible, confirm by phone as well on 01420 629 302
We will look into what’s happened and aim to provide you with a response within 3-5 business days, and no later than 8 weeks after you’ve contacted us, if we are not able to conclude a complaint within 8 weeks we will inform you of any reason of delay and keep you updated.
We will always aim to handle your issue professionally and fairly to deliver a high standard of customer service.
If required, we are happy to provide accessible arrangements for the handling of complaints suitable for all consumers, including vulnerable consumers and those that do not have digital access.
When needed we will make adaptations to our processes where necessary to give additional support and assistance especially to vulnerable consumers.
We will co-operate fully with any Consumer advisor, intermediary or third party that you choose to consult in an effort to resolve your complaint, so long as you provide the appropriate authorisation where required.
Once a conclusion has been reached, we will provide you with a final written response that will contain the conclusion, as well as information on how to refer your complaint to The Motor Ombudsman if needed.
If you’re not happy following the conclusion of our complaint handling procedure, we are accredited to the Motor Industry Code of Practice for Service and Repair and you can complain to The Motor Ombudsman “TMO,” who is our certified Alternative Dispute Resolution (ADR) provider, of whom we will give every assistance to whilst they are investigating a complaint.
Accreditation Number: 420374
The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern.
For further information, you can visit The Motor Ombudsman’s website at www.themotorombudsman.org or call their Information Line on 0345 241 3008. Calls are charged at your local rate.”
If you have raised a complaint, we will retain all relevant files that involve you and your vehicle, for example CCTV and phone calls, until the complaint has been resolved, in the event that the accredited business is unable to provide this to The Motor Ombudsman, if requested, we will provide a reasonable explanation.
