NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 30
NCC BEST PRACTICE GUIDE
For Leisure Vehicle Dealerships
APPENDIX 2
NCC INFORMAL DISPUTE RESOLUTION SERVICE (NCC IDRS) AND
INDEPENDENT CASE EXAMINER (ICE)
NCC member dealerships should co-operate
•
Disputes that have already been dealt with,
and comply with these guidelines that outline
or are subject to some form of court action or
an informal complaints handling process which
tribunal hearing
includes access to an external, independent
dispute resolution service.
•
Disputes concerning warranties
Step 1
•
Disputes arising from a Business-to-Business
If the complaint is not resolved amicably
transaction
between you (the complainant) and
the Dealership, and the dealership is in
•
Disputes where more than three months
membership of the NCC, the complainant may
have elapsed since the NCC member’s final
refer the matter to the NCC Informal Dispute
written decision.
Resolution Service (NCC IDRS).
For a copy of the full consumer complaints
The NCC IDRS can be contacted;
guidance please contact nccidrs@thencc.org.
a) by email to nccidrs@thencc.org.uk
uk or visit www.thencc.org.uk/consumer-advice/
b) in writing to NCC IDRS, Catherine House,
when-things-go-wrong/.
Victoria Road, Aldershot, Hampshire GU11 1SS
Step 2
Matters that fall out of scope for NCC IDRS
If the matter cannot be resolved through the
include:
NCC IDRS, then the matter may be eligible to
•
Disputes with a company that is not a
be referred to the Independent Case Examiner
member of the NCC
(ICE) or the complainant may choose to deal
with the matter in other ways, including
•
Disputes relating to fitness for purpose or
through an approved ADR body or by taking
satisfactory quality under the Consumer
legal action through the courts.
Rights Act 2015
Step 3
•
Disputes already being considered by
If a complaint is referred to the ICE and it is
another independent redress scheme
eligible, the dealership should co-operate with
the process. The ICE is independent of the NCC
•
Disputes where a legal advisor has been
IDRS and once a matter is deemed eligible
instructed or where qualified legal advice
and referred on the NCC IDRS will have no
has been sought
involvement in the decision process.
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