1. Introduction

At Surrey Hills Motor Company, we strive to provide exceptional service and quality in our range of vehicles. We value your feedback and take any concerns seriously, ensuring they are resolved promptly and effectively.

2. Making a Complaint

Should you have any concerns or complaints, we encourage you to inform us so we can address the issue swiftly.

a. How to Contact Us:

  • You can reach us with your complaints through the following channels:

b. Information to Provide:

  • To help us resolve your complaint efficiently, please provide:
    • Your full name and contact information
    • A detailed description of your complaint
    • Relevant dates and times
    • Previous communications with us regarding the issue, if any
    • Your desired outcome or resolution

3. Complaint Resolution Process

a. Acknowledgement:

  • We will acknowledge receipt of your complaint within two working days.

b. Investigation:

  • A comprehensive investigation will be conducted. We may contact you for additional information or clarification.

c. Response:

  • Our goal is to resolve complaints swiftly. You will receive a detailed response within ten working days of the acknowledgement. If the investigation extends beyond ten days, we will keep you updated on the progress and estimated resolution timeline.

d. Final Resolution:

  • We will inform you of the outcome and any steps we have taken or plan to take.

4. Escalation

If you are not satisfied with our resolution, you can escalate the complaint to our senior management. Please provide a written explanation for the escalation and send it to our address or email.

5. External Resolution

Should you remain dissatisfied with our final response, you have the option to seek further assistance or escalate your complaint to relevant external bodies or trade associations.

6. Commitment to Improvement

We are dedicated to improving our services and customer experience based on your feedback. All complaints are logged and reviewed as part of our commitment to continuous improvement.

Contact Us

For any assistance or to lodge a complaint, please use the contact details mentioned above.

We appreciate your choice of Surrey Hills Motor Company and are committed to resolving any issues to your satisfaction.