1. Purpose: The purpose of this procedure is to provide a clear and transparent process for addressing complaints from customers of Belle Vue Honda Motorcycles. Our goal is to resolve issues promptly, fairly, and professionally to maintain trust and improve our services.
2. Scope: This procedure applies only to complaints from customers of Belle Vue Honda Motorcycles that are related to the products, services, and operations of Belle Vue Honda Motorcycles.
3. Definitions
4. How to Lodge a Complaint: Complaints must be submitted through the following channels:
5. Information Required: When submitting a complaint, please provide the following details:
6. Acknowledgment of Complaints: We will acknowledge receipt of your complaint within 15 working days through your preferred method of contact.
7. Investigation and Resolution
8. Communication of Outcome: Once the investigation is complete, we will communicate the outcome to the complainant, explaining the resolution and any actions taken.
9. Escalation Process: If you are unsatisfied with the resolution, you may escalate your complaint to:
10. Record Keeping: All complaints and their resolutions will be documented and retained for a period of 1 year in compliance with our data protection and privacy policies.
11. Continuous Improvement: Feedback from complaints will be reviewed periodically to identify trends and areas for improvement. This helps us enhance our services and prevent recurring issues.
12. Confidentiality: All complaints will be handled confidentially in accordance with our privacy policy. Information will only be shared on a need-to-know basis to resolve the issue.
13. Contact Us: If you have any questions about this procedure, please contact us at:
Belle Vue Honda Motorcycles
admin@bellevuemotors.com
01702 464945
460 Southchurch Road, Southend-on-Sea, Essex, SS1 2QA
Belle Vue Motors (Southend) Limited is authorised and regulated by the Financial Conduct Authority (reference no 684888).