Complaints Procedure

At BS Marson & Sons Ltd, we are committed to providing high-quality service and ensuring customer satisfaction. However, we understand that there may be occasions when our service does not meet your expectations. If you have a complaint, we want to hear from you so we can resolve the issue and improve our services.

1. How to Make a Complaint

If you wish to make a complaint, please follow these steps:

Step 1: Contact Us

• You can submit your complaint through any of the following methods:
  • Email: Send us an email at andrewmarson@bsmarson.com with the subject line "Complaint" and include all relevant details.
  • Phone: Call our customer service team at 01782 622141.

Step 2: Provide Details

• Please include the following information to help us address your complaint quickly:
  • Your name and contact information.
  • A detailed description of the issue, including dates and any relevant documentation.
  • Any previous correspondence or reference numbers related to the issue.

2. What Happens Next?

Step 3: Acknowledgment

• We will acknowledge receipt of your complaint within 7 business days.

Step 4: Investigation

• Our team will thoroughly investigate your complaint. This may involve reviewing records, speaking to relevant personnel, or examining any provided evidence.

Step 5: Resolution

• We aim to resolve most complaints within 14 business days. If the investigation takes longer, we will keep you informed of the progress and expected resolution date.
• Once the investigation is complete, we will contact you with the outcome, explaining any actions we have taken or will take to address your complaint.

3. Escalation Process

If you are not satisfied with the resolution provided, you can request an escalation of your complaint. Please contact us using the reference number provided, and we will review the case again, usually by a senior manager or another designated individual. We will respond to your escalation within 5 business days.

4. Final Decision

If after the escalation you are still unsatisfied, we will provide a final decision. If applicable, we will guide you on how you can take your complaint to a third-party body or regulator.

5. Feedback and Continuous Improvement

Your feedback is valuable to us, and we use it to continuously improve our services. We encourage you to share any suggestions or comments, even if they are not complaints, to help us better serve you.

6. Contact Information

• Email: andrewmarson@bsmarson.com
• Phone: 01782 622141
• Mailing Address: BS Marson & Sons Ltd, Deansgate Garages, Keele Road, Newcastle-under-Lyme, Staffordshire, ST5 2HN

We appreciate your time and patience in allowing us to resolve your issue.

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk