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How To Make A Complaint
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COMPLAINT PROCEDURE
HOW TO MAKE A COMPLAINT
Brookwood Cars is dedicated to delivering unparalleled customer service, driven by an ambitious vision to exceed expectations at every opportunity. We understand that feedback, whether positive or negative, plays a crucial role in our ongoing quest for improvement and excellence.
We warmly welcome all comments and complaints from our valued customers because we recognize that each one represents an invaluable opportunity for us to address concerns, rectify any issues, and glean valuable insights to enhance our services further. Your feedback is not just heard; it is actively embraced as a catalyst for positive change and growth within our organization.
Should you have any complaints or concerns, we encourage you to reach out to us promptly. You can contact us via phone at 01483 905 905 or email our dedicated manager at bookings@brookwoodcars.com. Our team is committed to providing a responsive and attentive ear to listen to your feedback and address any issues you may have encountered.
Upon receipt of your complaint, we pledge to take swift action to investigate the matter thoroughly. Our goal is to provide you with a timely and satisfactory resolution within 48 hours during our business hours. Your satisfaction is our priority, and we are dedicated to ensuring that your concerns are addressed with the utmost care and attention to detail.
At Brookwood Cars, we view every interaction with our customers as an opportunity to foster trust, build lasting relationships, and continually enhance the quality of our services. Your feedback is not only valued; it is instrumental in shaping our ongoing efforts to deliver exceptional experiences to each and every one of our customers.
Thank you for entrusting Brookwood Cars with your transportation needs. We look forward to serving you with the highest standards of professionalism, reliability, and customer care.
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Call Us : +44 1483 905905
Complaint Handling Process
STAGE ONE
When you submit a complaint to Brookwood Cars, it initiates our Stage One process. Your complaint is promptly directed to the service manager responsible for the area in which you experienced dissatisfaction. To ensure a thorough investigation, it’s essential that you provide as much detail as possible regarding the nature of your complaint. This information helps us in understanding the specifics of your experience and allows us to address your concerns effectively.
Upon receipt of your complaint, you will receive a confirmation from us within two business days, acknowledging that we have received your feedback. Following this acknowledgment, our team endeavors to provide you with a comprehensive response within 10 working days. During this time, your complaint will be meticulously investigated. Our resources include advanced tools that enable us to track your journey, listen to relevant calls, and in some cases, review CCTV footage. These investigative measures help us gain a comprehensive understanding of the circumstances surrounding your complaint, allowing us to respond appropriately.
Should you find the initial response unsatisfactory, you have the option to escalate your complaint to a senior manager for further review.
STAGE TWO
Should you choose to escalate your complaint beyond Stage One, you enter into Stage Two of our complaint resolution process. At this stage, your complaint must be submitted in writing, clearly outlining the aspects of the previous response that you found unsatisfactory and detailing your expectations for resolution.
Your written complaint must reach us no later than 14 days after the date of the initial response received during Stage One. Once your written complaint is received, you will receive a confirmation from us within two business days, acknowledging its receipt. Subsequently, our team commits to providing you with a comprehensive reply within 10 working days.
During this stage, your complaint will once again undergo thorough review and consideration. We understand the importance of addressing your concerns promptly and transparently, and we strive to provide you with a resolution that meets your expectations.
