Customer Complaints

WANDAHOME (KNOTTINGLEY) LIMITED COMPLAINT HANDLING PROCEDURE

Customer Information

Wandahome (Knottingley) Limited is a member of the NCC Approved Dealership Scheme. A key commitment under the Tourer Sales of Practice, which lies at the heart of the scheme, is that we maintain a clear and formal written complaints procedure and take effective and immediate action to try and resolve any customer complaint. Our complaints procedure is as follows:

1. If you want to make a complaint (NB Working days are Monday to Friday)

a) We will acknowledge your complaint, in writing or by e-mail, within two working days of receipt.

b) We will issue an initial response or a final decision, in writing, as soon as possible or at the latest within ten working days of the complaint being received.

c) If we issue a final response and you notify us that it does not resolve your complaint, we will issue a final decision, in writing, as soon as possible or at the latest within a further 5 working days.

d) In all instances, if we justifiably need more time to investigate and manage your complaint (i.e. because it involves another party), we will provide written reasons why and an estimate of the date when we expect to be able to issue an initial response or final decision.

e) We will keep a complaints log which will be available for inspection by NCC assessors.

2. We will keep you informed either by letter or e-mail, whichever you prefer.

3. For all complaints we will provide either a response and or a final decision in writing. Any final decision will include details of the NCC informal Dispute Resolution Service and the Independent Case Examiner (the Examiner) in case you require independent redress. Please note that the Examiner will only consider complaints that have been first sent to, and considered by the NCC Informal Dispute Resolution Service.

4. If you are not satisfied with our final decision, or if we exceed the response time scales (see 1 above) you can then refer your complaint to the NCC for informal dispute resolution. If this fails to resolve your complaint or if the NCC Informal Dispute Resolution Service is not able to handle our complaint, the NCC will escalate your complaint to the Examiner. We will co-operate fully with the Examiner during an investigation and comply with his final decision which is binding on us both. Please note an administration fee of £50 (+VAT) will be charged by the NCC should you wish to use the Examiner service. This fee is refundable only if the Examiner finds in your favour, subject to his discretion. There are no other charges to you for using the service.

5. We will liaise, at your request, with anyone acting formally on your behalf (e.g. Trading Standards, Citizens Advice Bureau, Consumer Advice Centre etc.)

Complaints should be sent to:
FAO Customer Service Manager
Wandahome (Knottingley) Limited
Great North Road
Knottingley
West Yorkshire
WF11 0AE

T: 01977 633100
E: sales@wandahome.co.uk

Note: The National Caravan Council (NCC) is the UK trading body for the tourer, motor home, holiday home and park home industries. It has developed a number of NCC Approved Schemes, each with a Code of Practice at its heart, to ensure that the subscriber member treat customers fairly, deliver high levels of customer satisfaction and provide full protection and access to redress should this be needed. Further details can be found via

www.approveddealerships.co.uk/tourer

Wandahome (Knottingley) Limited, registered in England and Wales, registered number 641608.

Registered office at Great North Road, Knottingley, West Yorkshire, WF11 0AE