Complaints Procedure
Customer Complaint Procedure
At Roadside (Garages) Limited , we are committed to delivering exceptional customer service. If you feel we've fallen short, we want to hear from you so we can put things right.
1. How to Make a Complaint
You can contact us using one of the following methods:
- Email: [email protected]
- Phone: 028 7035 6999 (Monday-Friday, 9am-5.30pm)
- Post: Customer Services Manager, Roadside (Garages) Limited, 9 Somerset Road, Coleraine, BT51 3LL
Please Provide:
- Your name and contact details
- Vehicle registration number
- A clear description of the issue
- Any supporting documents (photos, invoices, emails, etc.)
2. What Happens Next?
| Stage | What We Do | Timeframe |
|---|---|---|
| Acknowledgement | We will confirm receipt of your complaint | Within 2 working days |
| Investigation | A manager will review your complaint, investigate the issue, and contact you for clarification if needed | Within 5 working days |
| Response | You will receive a written response with our findings and proposed resolution | Within 10 working days |
If your complaint is complex or requires more time, we will keep you updated and aim to resolve it within 28 days.
3. If You're Not Satisfied
If you're unhappy with our final response, or if 8 weeks have passed without resolution, you can refer your complaint to an independent ombudsman:
Motor Ombudsman
- Website: www.themotorombudsman.org
- Phone: 0345 241 3008
- Email: [email protected]
We are fully committed to the Motor Industry Code of Practice and abide by their rulings.
4. Our Commitment
- We treat all complaints seriously and fairly
- Your feedback helps us improve
- Your personal information will be handled in line with our Privacy Policy
For any queries or further support, please contact our Customer Services team. Thank you for giving us the opportunity to resolve your concern.
Regulated Finance and General Insurance products
If your complaint or dissatisfaction is in relation to Regulated Finance and General Insurance products, you can contact below:
ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH
Telephone: 0117 440 3700
Email: [email protected]