Complaints Procedure
Introduction
At ASR Gearbox Repairs (operated by Auto Service Repairs Ltd), we are committed to delivering high-quality services and customer satisfaction. If our service has fallen short of your expectations, we invite you to share your concerns so we can work to resolve them promptly and effectively.
1. How to Lodge a Complaint
1.1 By Email:
Please send an email detailing your complaint to
operations@asrgearboxrepairs.co.uk.
Include relevant information such as your name, contact details, details of your complaint, any supporting documents, and your desired outcome.
1.2 By Phone:
You may also call us on 02070965044 to raise your complaint directly.
If necessary, we may request additional information in writing to ensure we fully understand the issue.
1.3 In Writing (By Post):
You can send a letter detailing your complaint to our registered office address:
Auto Service Repairs Ltd (trading as ASR Gearbox Repairs)
C/O Canny & Associates
30 Moorgate
London
England
EC2R 6DA
2. What Happens Next
2.1 Acknowledgement of Complaint:
We will acknowledge receipt of your complaint within five (5) working days. Wherever possible, we will also provide the name
and contact details of the person handling your case.
2.2 Investigation:
A thorough investigation will be conducted by a member of our management team or a suitably qualified staff member.
They may get in touch with you for further details or clarification to ensure all relevant information is obtained.
2.3 Proposed Resolution:
Following the investigation, we will endeavour to provide you with a written response outlining our findings, any action taken,
and any resolution offered. We aim to resolve most complaints within ten (10) working days from the date of acknowledgement.
2.4 Extended Investigation:
If the complaint is complex or requires input from external sources (e.g., manufacturers, suppliers, or third-party service providers),
we will notify you if we anticipate delays. We will keep you informed of our progress throughout the extended investigation.
3. If You Are Not Satisfied
3.1 Further Escalation:
If you are dissatisfied with our response or the way in which your complaint has been handled, please notify us. We will arrange
for a further review of your complaint by a senior member of our team who has not been previously involved in the matter.
3.2 Final Review:
After the further review, we will provide a final decision in writing. If you still remain dissatisfied, you may consider seeking
independent advice or escalating your complaint to external bodies, such as a relevant trade association or regulator, if applicable.
4. Confidentiality and Data Protection
We treat all complaints in the strictest confidence and will only involve individuals or organisations necessary to thoroughly investigate and resolve your concerns. Any personal data collected as part of the complaints handling process will be used and stored in accordance with our Privacy Policy and applicable data protection laws.
5. Contact Information
Auto Service Repairs Ltd (trading as ASR Gearbox Repairs)
C/O Canny & Associates
30 Moorgate
London
England
EC2R 6DA
Email: operations@asrgearboxrepairs.co.uk
Phone: 02070965044