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Complaints Procedure

The Diamond Wheelhub Complaints Procedure

Your Right To Complain

Here at The Diamond Wheelhub, we pride ourselves on providing the most exceptional customer service and create a fantastic experience for all of our customers. However, there are times we may occasionally fall short of your expectations, therefore we want to ensure all customers concerns are fully resolved, hence we have a complaints procedure in place. We stress that all complaints are taken extremely seriously and we do all we can to support customers during this process.

I'm Unhappy With The Level Of Service I Received, What Should I Do?

If you are not fully satisfied with the service you received from our team, your first point of contact should be notified immediately and explain why you are dissatisfied, this allows them to be given the opportunity to put things right. If the issue needs to be escalated further, a senior member of staff such as our Director may need to get involved, they will get in touch via phone or email to arrange an appointment to see you. We would encourage you to speak to a your first point of contact directly about any concerns or complaints you have before escalating to a senior member of staff as most complaints can be rectified in house as it is often down to a genuine mistake in not meeting expectations, and by knowing about the issues we can rectify them immediately and put measures in place to stop them re-occurring. If the situation isn't rectified, then the next step is to start the formal complaints procedure.

Alternative Dispute Resolution

The Diamond Wheelhub is accredited by The Motor Ombudsman and will always attempt to resolve any disputes quickly and efficiently. Whilst we do everything we can to ensure that the services and products we offer do not have any issues, there are times when a dispute will arise which cannot be resolved to the satisfaction of both parties. If you are a consumer and remain dissatisfied with the outcome and explanation we have provided, we recommend you contact The Motor Ombudsman at www.themotorombudsman.org for a complaints procedure encompassing everything including general complaints. Their decision will be legally binding on both The Diamond Wheelhub and you, as the consumer.

If you have a complaint related to finance, you must first raise this with your first point of contact. If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

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