Customer Complaints Procedure

Stratton Motor Company (Norfolk) Limited Customer Complaints Procedure

Stratton Motor Company is committed to providing courteous and professional customer care at all times and ensuring our customers are treated fairly. Therefore, if you think we may have made a mistake or feel that we do not meet your expectations, we want to know so that we can investigate the matter.

All comments are treated seriously and we endeavour to resolve any concerns promptly and fairly.

Making us aware of your concerns:

If you have a concern or complaint, please contact Jonathan Becker, General Manager.
Stratton Motor Company
Ipswich Road
Long Stratton
Norfolk
NR15 2XJ

You can also email us:

E: jb@strattonmotorcompany.com

How we respond

1. We will acknowledge the complaint within five business days of receipt.
2. We will investigate and keep customers informed of progress.
3. We will send a final or holding response within 14 days.
4. We will write to acknowledge receipt of your concern and advise you of the name of the person assigned to handle the matter. Our aim will be to investigate and resolve your concern as promptly as we can.

For more complex cases, it may take longer to investigate the matter. In such cases we will keep you informed of progress and issue a final or holding response within four weeks.

When your complaint cannot be resolved

After receiving our final response or our holding response if you remain dissatisfied you can contact Roger Bennington, Managing Director on:

E: rjb@strattonmotorcompany.com

T: 01508 530491

These services are completely independent and were set up to help settle individual disputes.

National Conciliation Service

We are subscribed to the National Conciliation Service (NCS) which is the UK’s certified automotive retail Alternative Dispute Resolution (ADR) provider. As one of our customers, you are able to use the NCS if you feel we have not internally been able to resolve your complaint.

The NCS has been certified by the Chartered Trading Standards Institue (CTSI) as compliant with UK and EU regulations in rerspect of ADR.