Wessex Garages complaints procedure


At Wessex Garages we pride ourselves on our customer service-focused approach based around our three pillars of Trust, Transparency and Value, which aims to leave motorists feeling valued and completely satisfied that their needs have been met. 

 

If for any reason that you feel that we have not lived up to your expectations on the occasion, please contact us immediately to allow us to rectify the situation. We take complaints about our work, staff and levels of service very seriously.

 

Our complaints procedure

 

Our customer complaints procedure has the following goals:

 

To deal with complaints fairly, efficiently and effectively;

To ensure that all complaints are handled in a consistent manner throughout;

To increase customer satisfaction;

To use complaints constructively in the planning and improvement of all services

 

If you have a complaint, please contact us with the details. In the first instance please contact the manager within the department and branch relating to your complaint e.g. the Service Manager or Sales Manager.

 

Pennywell Road          0117 935 0000                                                 Hadfield Road             02920 343 333

Cribbs Causeway        0117 992 6222                                                 Penarth Road              02920 877 100

Feeder Road                0117 916 5656                                                 Gloucester                  01452 304 204

Newport                       01633 636 100

 


Contact details for all departments are available on our website.

 


What will happen next?

 

Your complaint will be recorded in our complaint management system and the manager dealing with your complaint will look into the details and update you with relevant information and look to resolve the complaint to your satisfaction.

 

If they are unable to resolve your complaint, then it can be escalated to the General Manager of the branch. The General Manager will look into your concerns and work to resolve them. Wherever possible the General Manager will arrange to meet with you and talk through your concerns.

 

If the General Manager is unable to resolve the matter then you can request this be escalated to a Director who will liaise with the General Manager to reach a final decision.

If you are not satisfied with the result of the escalated complaint, the next step would be to contact The Motor Ombudsman at the address below. The Motor Ombudsman is the government-backed, self-regulatory body for the motor industry. Please allow eight weeks for Wessex Garages to look into and try and resolve your concerns before contacting The Motor Ombudsman

The Motor Ombudsman

71 Great Peter Street

London

SW1P 2BN

The following link will take you directly to The Motor Ombudsman “making a complaint” page.

https://www.themotorombudsman.org/motor-ombudsman/consumers/make-a-complaint

The Motor Ombudsman will contact us with any details or information necessary and set up a case for your complaint. It will then be managed by them directly.