Complaints Procedure

At Hand Your Car Back .com Ltd we carry out work on your behalf with care and attention. However in the unlikely event that you feel that you have reason to complain then we are more than happy to listen and deal with your concerns. Our Complaints Procedure allows us to deal with complaints fairly, effectively, consistently and promptly. If you think we have let you down, then please tell us why. Our Complaints Procedure follows the Ministry of Justice, Claims Management Services Regulation, Complaints Handling Rules.

What to do if you have a complaint:

Complaints may be made in writing, by e-mail or by telephone to the customer services department at

Hand Your Car Back .com Ltd
Abbey Business Centre
Fountain Street
Manchester
M2 2AN.

Telephone: 0800 840 1548
Email: complaints@handyourcarback.com

How we handle your complaint:

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

(a) a final response which adequately addresses the complaint; or
(b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within eight weeks of receiving a complaint we will send you either:

(a) a final response which adequately addresses the complaint; or
(b) a response which:
(i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
(ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you remain unhappy after receiving a final response

Let us know, in writing, why you remain dissatisfied so that we can investigate further, referring it to senior management if necessary. Hopefully this process will bring the matter to an agreeable conclusion.

If we still cannot reach a resolution

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the:

Claims Management Regulator
57-60 High Street
Burton on Trent
Staffordshire
DE14 9DP

Telephone 0845 450 6858.
Email info@claimsregulation.gov.uk

Last update: April 2010