At SMC Motorhome Newark Ltd, we pride ourselves on delivering excellent customer service. As a member of the National Caravan Council (NCC), we are committed to maintaining a transparent and effective complaints procedure to address and resolve any concerns you may have.
Our Complaints Process
Making a Complaint
Acknowledgement: Upon receiving your complaint, we will acknowledge it in writing or by phone within 2 working days.
Response: We aim to provide an initial response or a final decision in writing as promptly as possible, and no later than 10 working days after receiving your complaint.
Further Steps: If our initial response does not fully address your concerns, and you inform us of this, we will issue a final decision in writing within a further 5 working days.
Extended Timeframes: In some cases, where further investigation is needed, we may require additional time. If this occurs, we will inform you in writing, explaining the reasons for the delay and providing an estimated date for our final response.
Communication Preferences:
We will keep you updated throughout the process via your preferred method of communication, whether by letter or email.
Final Decisions and Further Steps:
All complaints will receive a written final decision. This will include details about the NCC Informal Dispute Resolution Service and the Independent Case Examiner (ICE) should you require independent resolution. Please note, the ICE will only consider complaints that have first been reviewed by the NCC’s Informal Dispute Resolution Service.
Escalating Your Complaint:
If you are unsatisfied with our final decision or if we do not meet the specified response times, you may refer your complaint to the NCC for informal dispute resolution. Should this process fail to resolve the issue, or if your complaint is beyond the NCC’s scope, you may be eligible to escalate it to the ICE. We will fully cooperate with the ICE’s investigation, and we are bound by their final decision. Please be aware that there is a £60 (including VAT) administration fee for using the ICE service, which is refundable at the Examiner’s discretion if the decision is in your favour.
Third-Party Representation:
If you prefer, we will liaise with any third party formally acting on your behalf, such as Trading Standards or the Citizens Advice Consumer Service.
How to Submit a Complaint:
Online: Use the Contact us form on our website, selecting the complaint enquiry option.
Email: Send an email to info@smcnewark.co.uk
Post: Address your complaint to:
SMC Motorhomes Newark
Northern Road,
Newark,
NG24 2EU
We are committed to resolving your complaint in a fair and timely manner. However If you are dissatisfied with our proposed resolution, you may refer your complaint for informal dispute resolution to our Alternative Dispute Resolution provider .
www.thencc.org.uk/consumer-advice/when-things-go-wrong/