Introduction

We value our customers and aim to provide high quality products and services. However, if something goes wrong, we want to know about it. This complaints procedure outlines the steps for reporting and resolving complaints effectively and fairly.

How to make a Complaint

• Complaints can be made by letter, email, or telephone to:

ADDRESS – 251, Church Road, Benfleet, Essex, SS7 4QP

      EMAIL –  info@roberts-penet.com

      TELEPHONE – (01268) 752811

• We will acknowledge receipt of the complaint by customers preferred method within three working days.
• We aim to resolve all complaints as quickly as If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation and set out expected timescales by which matters should be resolved.
• We aim to resolve all our customer complaints If, however, the customer is not satisfied with the final outcome of our complaint’s procedure, they are able to contact Trading Standards.

 

• The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at bvrla.co.uk or by contacting complaint@bvrla.co.uk