NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 31
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Step 4
You will not be able to access the ICE service if:
For the matter to be considered under the ICE it
•
You have not already contacted the
must be a matter
dealership and attempted to resolve your
•
dispute with them
Which is eligible and is not excluded from
the NCC IDRS
•
•
Where a written request to escalate is
•
After trying to resolve your dispute with
submitted and
the dealership you did not refer the matter
Any relevant fee is paid within one month
for consideration by the NCC IDRS
of being notified that the NCC IDRS process
is finished.
•
Other limitations to accessing the ICE are set
Your dispute is considered, by NCC IDRS, to
be frivolous or vexatious
out below.
•
Your dispute has already been considered by
Step 5
another dispute resolution service, or by a
All eligible matters (as set out in this guidance)
court
and referred to the ICE will be acknowledged
within seven working days of receipt of your
•
You have not requested to escalate to
written notification (either by
the ICE within one month of being notified
email or by post) that you wish to invoke this
that the NCC IDRS process is complete
stage of resolution. Once the matter passes to
and ICE details have been provided as
the ICE, the NCC IDRS will have no involvement
appropriate
in the decision process.
•
We consider that dealing with your dispute
Step 6
will seriously impair the effective operation of
Where a decision is made, and you accept the
our scheme.
terms of the decision, it is binding on both you
and the dealership. If you are dissatisfied with
the decision, you may seek redress through
court proceedings.
Step 7
The dealership will pay any award made as part
of the decision to you within 14 working days of
the date of the ICE written notification unless
otherwise directed by the ICE.
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