NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 23
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5. COMPLAINT HANDLING
5.1 DEALING WITH CUSTOMER COMPLAINTS
STANDARD
GUIDANCE FOR LEISURE VEHICLE DEALERSHIPS
This is what the leisure vehicle
This is what the dealership should follow to meet
dealership should do for you, the
the Standard opposite
purchaser of the motorhome/touring
caravan
As the leisure vehicle dealership, you should notify
the customer of your formal complaint procedure.
Leisure vehicle dealerships should
have a process and procedure in place
Leisure vehicle dealerships who are members
for receiving, handling and resolving
of the NCC should also notify the customer of
complaints linked to the purchase of
the informal dispute resolution service available
a motorhome or touring caravan, or a
through the NCC (NCC IDRS). See appendix 1.
related service provided by the dealership
such as warranty repair, annual service or
If your response does not resolve the complaint,
other customer service.
then you should issue a final decision as soon
as possible and no later than 28 days after initial
Complaints can be submitted by you or a
receipt of the complaint.
representative on your behalf and should
be made in writing (letter or email).
If more time is required to deal with the complaint
Complaints will be acknowledged by the
because it is complex, you will explain why and give
dealership in writing within seven days of
a date when a response or final decision will be
receipt and they will issue a final written
delivered.
decision within 28 days.
Where the matter cannot be resolved either
If more time is required to deal with
through your own internal complaints process or
the complaint because it is complex,
the NCC IDRS, despite the efforts of all involved
the dealership will tell you, or your
then the complainant will be able to refer the
representative, why and give you/them a
matter, if it is eligible, to the Independent Case
date when a response or final decision will
Examiner (ICE).
be delivered.
NCC member dealerships will cooperate with
and pay the cost of a matter referred to the
Independent Case Examiner (ICE).
See Appendix 1 for NCC Guidance Notes on
handling complaints.
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