Customer Complaints Policy

1. Our commitment

At VICPros AutoCentre, we are committed to providing customers with a professional, reliable and high-quality vehicle repair and servicing experience.

We recognise that occasionally things may not go as expected. We will treat complaints seriously, fairly and respectfully and make reasonable efforts to understand and resolve them promptly. We use complaints to identify improvements to our services, communication and processes.

2. What is a complaint?

A complaint is an expression of dissatisfaction about our services, workmanship, customer service, communication, charges, repairs, servicing or any other aspect of the customer experience where a response or resolution is expected.

• Repairs, servicing or workmanship
• Charges, quotations, delays or communication
• Parts supplied or fitted, vehicle handling or customer service
• Warranty or rectification work

3. How to make a complaint

Email: info@vicprosautocentre.com
Telephone: 01234 708700
In person or by post: VICPros AutoCentre, The Garage, High Street, Riseley, Bedford, MK44 1DR.

Please provide your name and contact details, vehicle registration, date of work, invoice or job reference if available, details of the concern, any supporting photographs or documents, and the outcome you are seeking. A complaint will not be rejected simply because every item of information is unavailable.

4. Acknowledgement

We will normally aim to acknowledge written complaints within 2 working days. Verbal complaints may be recorded by a member of staff so that they can be investigated properly.

5. Investigation

Complaints will be investigated fairly and objectively. Depending on the issue, we may review job cards, vehicle history, quotations, invoices, payment records, diagnostic information, photographs and correspondence; speak to staff involved; inspect the vehicle; or obtain relevant supplier or technical information.

Where necessary, we may ask for the vehicle to be returned for inspection. We will explain what access is reasonably needed and why.

6. Vehicle inspection and further repairs

Where a complaint concerns vehicle condition or workmanship, we may need to inspect the vehicle before determining an appropriate resolution. Where reasonably possible, contact us before authorising another garage to carry out remedial work, so we have a fair opportunity to investigate and, where appropriate, rectify the issue. This does not affect statutory rights or prevent urgent action where needed for safety.

7. Resolution

Where a complaint is justified, we will consider a proportionate resolution in light of the circumstances, evidence, work undertaken and applicable law. This may include rectification, re-inspection or diagnosis, correction or replacement of a part, re-performance of a service, a refund or partial refund where appropriate, a goodwill gesture, an explanation, or another reasonable remedy.

8. Where responsibility is disputed

There may be cases where we do not agree that we are responsible for the issue. We will explain our position and, where reasonably possible, provide the evidence or technical explanation supporting our decision. We will not dismiss a complaint simply because we disagree with the customer’s initial assessment.

9. Timescales

• Within 2 working days: target to acknowledge written complaints.
• Within 5 working days: aim to begin or complete an initial investigation where practical.
• Within 10 working days: aim to provide a substantive response for straightforward cases.

These are targets, not guarantees. Complex complaints may require vehicle inspections, supplier information or independent technical assessment. We will keep the customer informed of progress and an expected timescale.

10. Escalation

If you are dissatisfied with the initial response, you may ask for the complaint to be reviewed by a senior member of management. Please explain why you remain dissatisfied and provide any further information you would like us to consider.

11. Alternative dispute resolution

We aim to resolve concerns directly wherever possible. VICPros AutoCentre is a member of The Motor Ombudsman and accredited under its CTSI-approved Code of Practice for Vehicle Servicing and Repair (Accreditation No. #437683). Where applicable, we will provide information about the relevant independent dispute resolution process and how a customer may refer a complaint, in line with the applicable Code and current Motor Ombudsman requirements.

Our listing is available at The Motor Ombudsman website.

12. Customer rights

Nothing in this policy is intended to limit or remove any statutory rights a customer may have under applicable UK consumer protection legislation. This policy does not replace or restrict those rights.

13. Staff responsibilities

• Treat customers respectfully and professionally.
• Listen carefully and record relevant information accurately.
• Avoid arguments or confrontational behaviour.
• Escalate complaints where appropriate and cooperate with investigations.
• Protect customer and vehicle information and work towards a fair resolution.

14. Confidentiality and data protection

Complaints will be handled with appropriate confidentiality. Personal information will be handled in accordance with applicable UK data protection requirements and our Privacy Policy. Information will be shared only where reasonably necessary to investigate or resolve the complaint, meet legal or regulatory obligations, or obtain appropriate professional or technical assistance.

15. Complaint records

We maintain appropriate complaint records, which may include the date received, customer and vehicle details, the nature of the complaint, investigation, evidence considered, communications, outcome and corrective action. Records may be reviewed to identify recurring issues, training needs and opportunities to improve our services.

16. Continuous improvement

Management may use complaint trends to review workshop procedures, quality control, staff training, customer communication, parts sourcing, diagnostic procedures, quotations, invoicing and vehicle inspection processes.

17. Policy review

This policy will be reviewed at least annually, or sooner if legislation, regulatory requirements, business operations or applicable industry codes change significantly.

Policy owner: VICPros AutoCentre Management
Version: 1.0
Effective date: 2 October 2026
Next review: 2 October 2027