NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 24
NCC BEST PRACTICE GUIDE
For Leisure Vehicle Dealerships
5. COMPLAINT HANDLING – continued
5.2 CO-OPERATION WITH PROFESSIONAL
ADVISORS
5.3 INDEPENDENT CASE EXAMINER
(ICE)
STANDARD
STANDARD
This is what the leisure vehicle dealership
This is what the leisure vehicle dealership
should do for you, the purchaser of the
should do for you, the purchaser of the
motorhome/touring caravan
motorhome/touring caravan
It may be that you decide to instruct a
If the dealership is in membership of the NCC
professional adviser to deal with the complaint
and you are not satisfied with the outcome of
on your behalf. The dealership should cooperate
your complaint, and the NCC IDRS is unable
with professional advisers appointed by you to
to reach a mutually satisfactory conclusion of
resolve your dispute.
the matter, your complaint may be eligible
for consideration by the ICE. This is an entirely
independent form of Alternative Dispute
GUIDANCE FOR LEISURE VEHICLE
Resolution (ADR).
DEALERSHIPS
This is what the dealership should follow to
Timescales
meet the Standard above
Providing the matter is eligible and you have
made an application and paid the fee for it
There should be proper, prompt and
to be considered by the ICE one month from
professional cooperation between you
the date that NCC IDRS has notified you that
and the customer’s representative and/or
their process is complete, you can expect to
professional advisers throughout the duration
receive acknowledgment within seven working
of the complaint.
days. Once a matter is referred to the ICE the
NCCIDRS has no further involvement with the
Such advisers will include the NCC’s advisers
complaint.
(where the dealership is an NCC member),
trading standards departments, Citizens
Alternatively, you can move directly to an
Advice and other consumer advice centres.
accredited Alternative Dispute Resolution
body such as the Centre for Effective Dispute
Resolution (CEDR). Details can be viewed here.
https://www.tradingstandards.uk/consumerhelp/adr-approved-bodies/cedr/.
You may also take court action if you wish.
See Appendix 2 for details.
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