Motor Ombudsman - Alternative Dispute Resolution
C L Centre T/A Clutch Centre – Complaints Procedure
To ensure that the service we provide meets your needs and expectations we welcome any
comments you may care to make. As one of our customers, you are perfectly entitled to make
complaints at any time. If you wish to complain about the service you receive form us then
you should follow the steps below.
- If possible the problem should be discussed with the garage
- If possible at this stage, you should record your complaint in writing and send it to CL Centre Ltd. You may wish a friend or relative to write out the complaint for you which you should sign where possible.
- If you are not happy about making the complaint yourself and do not know
someone who is prepared to talk to us on your behalf, we will be pleased to
appoint a person from an independent organisation to act as an advocate for you.
- If we receive a written complaint it may take a little time to consider it fully but
we will write to you within one week to acknowledge receipt of the complaint and
to inform you of steps we are taking to resolve it.
- If no immediate solution can be found, we will investigate the complaint fully,
contacting all concerned. We will then write to you within a further 3 weeks with
details of our findings, any action to be taken and proposals to resolve your
- If we are not able to satisfy your complaint, then it can be escalated to the Motor
Ombudsman (contact details below)
If at any stage in the proceedings you feel your complaint has not been dealt satisfactorily
you can contact:
The Motor Ombudsman
It is the policy of the Company to strive to ensure that complaints outweigh complaints.
Complaints, Comments & Compliments:-
In respect of customers feedback concerning the quality of workmanship and service provided,
this information is formally reviewed for content and possible action. These reviews classify
customer feedback as follows, and is considered as positive through to negative.
Types of Feedback
- Compliments – positive input regarding aspects of the service provided
- Comments – still positive, but possible scope for improvement
- Concerns – negative feedback; action needed to address problem
- Complaints - serious concerns on the part of the customer, required formal action as described below:
There is a formal process for the management and handling of complaints from customers.
This is documented in the Complaints Procedure. The policy provides for appropriate
investigation and a timely response to the complaint, and if required, the means for the
customer to take the complaint to the appropriate regulatory authorities.
Im not sure if we could insert a link to the motor ombudsman alternative dispute resolution
service from here also ...