NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 26
NCC BEST PRACTICE GUIDE
For Leisure Vehicle Dealerships
APPENDIX 1
NCC MEMBER DEALERSHIPS COMPLAINT HANDLING GUIDANCE NOTES
Complaint Handling
•
take responsibility, on behalf of the
The aim of the NCC’s Guidance Notes are to
customer, for resolving complaints in
provide helpful background, interpretation
relation to any third-party supplier that was
and recommendations to make it as easy as
contracted by the dealership.
possible for all members to approach customer
complaints in the way expected of an NCC
member.
•
learn from complaints to improve
performance and service.
In many cases, it is recognised that members
Complaints can of course arise when a
may already have well developed documents
customer’s expectations are not met (e.g. the
or procedures for the elements covered by
product or service is faulty, or is not delivered
these Guidance Notes but for those that do
to, or does not meet, the expected or required
not, we hope that the following information is
standard). Handling complaints in an open and
of benefit. Please feel free to adapt or adopt
transparent way can help to set customers’
as much or as little as you wish however the
expectations, minimise the risk of customers
key principles must be retained within your
being discontented, and thereby increase
complaint handling policy.
customer loyalty and satisfaction.
The general complaint handling principles of
It will also help a business identify where
NCC membership are that members should:
improvements can be made, so complaints
should be viewed positively.
•
make customers aware that there is a
complaints procedure.
If a complainant raises other issues with
a member during the course of their
•
make it easy for customers to lodge a
consideration of the initial complaint, it is
complaint.
accepted that this may extend the time it takes
to investigate and seek resolution.
•
deal with complaints promptly (within
specified time limits), fairly and fully through
Dealer members should also remember that in
to completion/close-out.
all instances (i.e. at any stage of the
complaint handling process) if it can be justified
•
26
make complainants aware of their right to
that more time is needed to investigate
refer unresolved complaints to the NCC for
and manage a complaint (e.g. because it
informal dispute resolution (and if applicable,
involves another party, or because further issues
to the Independent Case Examiner (ICE) or to
have been raised or the complaint is complex),
Citizens Advice or other consumer bodies).
they have the option to take more time
