Complaints Policy

Bob Alexander & DAPRA York Limited - Complaints Procedure

 

 

At Bob Alexander Ltd and Dapra York Limited, each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

 

When we receive a complaint we will try to deal with it promptly, effectively and in a positive manner.

 

If you would like to make a complaint about any aspect of our service, we would prefer that you make this in writing so that the details of the complaint are clear and complete. 

Please include, you name and contact details, the vehicle registration, make and model (if applicable), nature of the complaint, dates and times that are relevant and copies of any supporting documentation and address the complaint to:

 

Customer Services

Alexanders Motor Group

Chapel Street

Teesdale

Thornaby on Tees

TS176BB            Or e-mail:  de@alexandersteesside.co.uk

 

 

1) We will acknowledge your complaint within 3 working days of receipt of your complaint.

 

2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

 

 

3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response. 

 

 

4) If your complaint relates to the sale of a financial or insurance backed product and more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

    Financial Ombudsman Service (FOS)

    South Quay Plaza

    183 Marsh Wall

Enquiry Form