Complaints Process

Sandown Coachworks prides itself on excellent service and a very high quality of workmanship which is why we carry the quality stamp of Birtish Standards striving to make sure the "Right First Time" approach is met at all times. Unfortunately things can go wrong which is why we have a complaints procedure that deals with making a complaint as easy as possible.  

• At Sandown Coachworks we treat a complaint as a clear expression of dissatisfaction with our service or standard of repair which will always be dealt with within a timely manner. 
• We deal with the complaint promptly, politely and when appropriate confidentially. 
• We will respond in the right way for example with an explanation or an apology where we have got things wrong or provide information on any action taken.
• We learn from our complaints and use them to improve our service and we review our complaints policy and procedures on a regular basis. 

We at Sandown Coachworks recognise that many concern will be raised informally and dealt with quickly, our aims are to: 

• Resolve informal concern quickly.
• Keep matter low key.
• Enable mediation between the complainant and the member of the management team to whom the complaint has been referred. 

An informal approach is appropriate when it can be achieved, but if concerns cannot be satisfactorily resolved informally, then the formal complaints process should be followed. 

The formal complaint process is intended to ensure that all complaints and handled fairly, consistently and where possible resolved to the complainants satisfaction, we will:

• Acknowledge the formal complaint in writing where necessary.
• Respond within 14 days. 
• Deal reasonably and satisfactorily with the complaint. 
• Take agreed action where appropriate 

All written complaints should be addressed to :  The Bodyshop Manager 

                                                                             Sandown Coachworks 

                                                                             Unit E, Rodd Estate, 

                                                                             Fairwater Drive 

                                                                             Off Govett Avenue 

                                                                             Shepperton 

                                                                             TW17 8AB 

Process approved by: Darren Unwin , Bodyshop Director

Dated: 1st August 2017