Complaints Policy
At Auto Service Plan Ltd, we are committed to providing high-quality car MOT and servicing via subscription, along with an annual repair budget (if you choose that package), to our valued customers. We aim to maintain the highest standards of service and customer satisfaction. However, we recognise that occasionally, issues may arise that require resolution. This Complaints Policy outlines our commitment to addressing and resolving customer complaints promptly, fairly, and effectively.
1. Purpose
The purpose of this Complaints Policy is to:
Define the process for customers to raise complaints.
Outline our commitment to addressing and resolving complaints.
Ensure that all customer complaints are handled professionally, impartially, and in a timely manner.
2. Scope
This policy applies to all customers of Auto Service Plan Ltd who have subscribed to our car MOT and servicing packages, as well as those who have purchased our repairs package.
3. How to Submit a Complaint
Customers can submit complaints in the following ways:
By contacting our Customer Service Department by phone at 0333 034 2023
By sending an email to hello@myautoserviceplan.com
By submitting a written letter to 128 City Road, London, United Kingdom, EC1V 2NX
4. Complaint Handling Process
Step 1: Initial Response (Within 48 Hours)
Upon receiving a complaint, we will acknowledge it within 48 hours. Our acknowledgment will include:
A brief description of the complaint.
The name and contact information of the person handling the complaint.
An estimated timeline for resolution.
Step 2: Investigation and Resolution
Our dedicated Complaints Handling Team will thoroughly investigate the complaint. This may involve contacting the customer for additional information or conducting an internal review of the service provided. We will work diligently to resolve the complaint to the customer's satisfaction.
Step 3: Final Response (Within 8 Weeks)
We aim to provide a final response to the customer within 8 weeks of receiving the complaint. The final response will include:
A summary of the investigation and findings.
Details of any actions taken or proposed to resolve the complaint.
Information on how to escalate the complaint if the customer is not satisfied with the resolution.
5. Escalation
If a customer is not satisfied with the final response or if their complaint remains unresolved after eight weeks, they may escalate their complaint by:
Contacting the Motor Ombudsman Service.
6. Records and Documentation
We will maintain comprehensive records of all complaints received, including their resolution. This information will be used to identify areas for improvement and enhance our services.
7. Continuous Improvement
At Auto Service Plan Ltd, we are committed to learning from complaints and continuously improving our services to prevent similar issues from arising in the future.
8. Communication
We will ensure that all communication with customers regarding their complaints is clear, concise, and respectful.
9. Training
Our staff will receive training on handling complaints, including the principles of effective communication, empathy, and conflict resolution.
We are dedicated to providing excellent customer service and resolving any complaints in a fair and timely manner. Your feedback is invaluable in helping us maintain and improve our standards. If you have any questions or concerns about this Complaints Policy, please feel free to contact our Customer Service Department.
Auto Service Plan Ltd
08th October 2023
128 City Road,
London,
United Kingdom,
EC1V 2NX
03330342023
hello@myautoserviceplan.com