Complaints Policy
Document Title: Complaints Policy & Procedure
Company: Cornwall Farm Machinery Ltd
Version: 1.0
Review Date: Annually
Approved By: Management
1. Purpose
Cornwall Farm Machinery Ltd is committed to providing a high standard of service to all our customers. We take all complaints seriously and view them as an opportunity to improve our products, services, and customer experience.
This policy explains how customers can make a complaint and how Cornwall Farm Machinery Ltd will handle and resolve complaints fairly, consistently, and promptly.
2. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about:
- The quality of service provided by Cornwall Farm Machinery Ltd.
- The sale of machinery, equipment, or associated products.
- Vehicle or equipment finance introductions.
- Delays, errors, or administrative issues.
- The conduct of our employees or representatives.
- Any aspect of our business where a customer believes standards have not been met.
3. How to Make a Complaint
Customers may submit complaints through any of the following channels:
By Telephone:
01872 519130
By Email:
admin@cornwallfarmmachinery.co.uk
By Post:
Cornwall Farm Machinery Ltd
Deer Park, Trewaters, Trispen, Truro TR4 9BE
In Person:
At our business premises during normal opening hours.
To help us investigate promptly, customers should provide:
- Full name and contact details.
- Account, order, or agreement reference (if applicable).
- Details of the complaint.
- Copies of any relevant documentation.
- Desired outcome or resolution.
4. Our Complaint Handling Process
Step 1: Acknowledgement
We will acknowledge receipt of a complaint within 5 business days of receiving it.
The acknowledgement will include:
- Confirmation that the complaint has been received.
- The name of the person handling the complaint.
- Information about the next steps in the process.
Step 2: Investigation
We will conduct a fair and thorough investigation which may include:
- Reviewing relevant records and documentation.
- Discussing the matter with employees involved.
- Contacting suppliers, manufacturers, or finance providers where appropriate.
- Requesting further information from the customer if necessary.
Step 3: Outcome
We aim to provide a final response as soon as possible and normally within 8 weeks of receiving the complaint.
Our final response will:
- Summarise our investigation.
- Explain our decision.
- Detail any remedial action being taken.
- Inform the customer of any further escalation options available.
5. Finance Related Complaints
Where Cornwall Farm Machinery Ltd has acted as a credit broker and the complaint relates to a finance agreement, finance application, commission disclosure, lending decision, or account administration, the complaint may be forwarded to the relevant finance provider for investigation and response.
This includes complaints relating to agreements provided by any other lender on our panel.
Where appropriate:
- We will acknowledge receipt of the complaint.
- We will notify the customer that the complaint has been forwarded.
- We will provide the lender’s contact details.
- We will cooperate fully with the lender’s investigation.
6. Financial Ombudsman Service
If a complaint relates to regulated consumer credit activities and the customer remains dissatisfied after receiving a final response, they may be entitled to refer the complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Complaints must usually be referred within six months of the final response letter.
7. Complaint Resolution
Possible resolutions may include:
- An explanation or apology.
- Correction of records.
- Repair or replacement of goods where appropriate.
- Reimbursement or compensation where justified.
- Process improvements to prevent recurrence.
Each complaint will be assessed individually based on the circumstances and available evidence.
8. Record Keeping
Cornwall Farm Machinery Ltd will maintain records of all complaints, including:
- Date received.
- Customer details.
- Nature of the complaint.
- Investigation undertaken.
- Outcome and resolution.
- Date closed.
Complaint records will be retained in accordance with applicable legal and regulatory requirements.
9. Staff Responsibilities
All employees are responsible for:
- Treating complainants with courtesy and respect.
- Taking complaints seriously.
- Escalating complaints promptly to management.
- Assisting with investigations when required.
- Learning from complaint trends to improve service.
Management is responsible for monitoring complaints and ensuring compliance with this policy.
10. Policy Review
This policy will be reviewed annually or sooner if required by changes in legislation, regulation, or business operations.