Complaints Manager contact details

• Name: Nicholas Webster
• Telephone: 01782 338700
• Address: Swift House, Liverpool Road, Newcastle under Lyme, Staffordshire, ST5 9JJ
• E-mail: nick@dkoffroad.co.uk

Our Procedures

Any complaint, verbal or written, will be referred to our Complaints Manager at the earliest opportunity or to a member of the senior management if the Complaints Manager is unavailable. We will also:

• Acknowledge the complaint in writing promptly


• Make contact to seek clarification on any points where necessary


• Fully investigate the complaint


• Keep you informed of our progress


• Discuss with you our findings and proposed response.

You will receive contact from us advising you of the progress of our investigation into your complaint if we cannot respond immediately. We will let you have our final response as soon as possible and no later than eight weeks from us being notified by you of your complaint

We will also:

Investigation

The Complaints Manager will establish the nature and scope of your complaint and give complainants clear replies and, where appropriate, fair redress.

Final response

Our Final Response will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

Where no confirmation has been received from you within 8 weeks of the firm’s most recent letter, your complaint may also be considered closed.

Online dispute resolution for consumers

As you will see we have our own internal complaints process. You may alternatively use the online platform for alternative dispute resolutions , established by the European Commission that provides for an out-of-court method to solve any dispute related to and stemming from online sale and service contracts. As a consequence, if you are a European consumer, you can use such platform for resolving any dispute stemming from the online contract entered into with us. You may access the EU Online Dispute Resolution platform via the following link: http://ec.europa.eu/consumers/odr/. We will answer any questions via our email address detailed above.