NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 27
leading & promoting the industry
provided they give the complainant written
Other useful information around complaint
reasons why and an estimate of the date
handling:
when they expect to be able to issue an initial
response or final decision.
General
•
It is generally more cost-effective and less
Four templates with suggested content and
stressful for all concerned to limit the
format have been produced to assist dealer
number of stages a complaint must go
members in complying with these
through to two, or at most three. However,
requirements:
members are free to spell out additional
•
Complaint Handling Procedure
stages for internal escalation within their
•
Acknowledgement
procedure, and include any additional text
•
Initial Response
to suit their own processes, provided they
•
Final Decision and Complaint Log.
fall within the principles outlined in this
guidance document.
During any periodic assessments or queries as
the result of a complaint, the NCC will expect to
•
Members are encouraged to promote their
see all these key elements included in a dealer
complaint handling procedure (perhaps as
member’s complaint procedures.
part of a customer care policy, on a website
or alongside standard terms and conditions)
in advance and not just when a complaint
happens.
Procedural
Dealer members are advised:
•
To attach the complaint handling procedure
to the initial complaint acknowledgement or
in response to a query that might turn into a
complaint.
•
To accept complaints in any format – by
phone, letter or e-mail. If complaints are
taken over the phone, the member should
write to the complainant, setting out the
details, and asking the complainant to
confirm that their understanding of the
complaint is correct.
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