Complaints Policy

We value our customers and strive to provide high-quality products and services. However, we understand that sometimes things can go wrong and you may have a reason to complain. If you are unhappy with any aspect of our products or services, please let us know. We take all complaints seriously and will do our best to resolve them fairly and promptly.

How to make a complaint
You can make a complaint by contacting us through any of the following channels:

– Email: jimmac@dicksonsofinverness.co.uk
– Phone: 01463 712800
– Post: The Managing Director, Dicksons of Inverness, 28/34 Carsegate Road, Inverness, IV3 8EX.

Please provide as much detail as possible about your complaint, including:

– Your name and contact details
– The product or service you purchased from us
– The date and time of purchase
– The nature of your complaint and how it affected you
– Any evidence or supporting documents you have
– What you would like us to do to resolve your complaint

How we will handle your complaint
We will acknowledge your complaint within 2 working days of receiving it and assign it to a dedicated complaints handler who will investigate it thoroughly. We will aim to provide you with a full response within 10 working days of receiving your complaint. If we need more time to investigate or resolve your complaint, we will let you know and keep you updated on our progress.

We will communicate with you by your preferred method of contact, unless you tell us otherwise. We will treat your complaint confidentially and in accordance with our privacy policy.

How to escalate your complaint
If you are not satisfied with our response or the way we handled your complaint, you can ask for a review by a senior manager. You can do this by contacting us through any of the channels above and stating that you wish to escalate your complaint. Please explain why you are unhappy with our response and what you would like us to do differently.

We will acknowledge your request for a review within 2 working days and assign it to a senior manager who will review your complaint and our response. We will aim to provide you with a final response within 10 working days of receiving your request for a review. If we need more time to review or resolve your complaint, we will let you know and keep you updated on our progress.

The senior manager’s decision is final and will conclude our complaints procedure.

External complaints procedures
If you are still unhappy with our final response or the way we handled your complaint, you may have the right to refer your complaint to an external body, such as:

– The Motor Ombudsman
– Trading Standards

Please note that these external bodies may have their own eligibility criteria, time limits, and procedures for handling complaints. You should contact them directly for more information.

We hope that you will never have to use this complaints policy, but if you do, we appreciate your feedback and cooperation. We are committed to learning from our mistakes and improving our products and services for the benefit of all our customers.

The Directors

Dicksons of Inverness