Complaints procedure | MS-RT
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Complaints Procedure

  1. Introduction

    1. The purpose of this document is to present a general policy on customer services and in particular how we handle any complaints in the event of any issues with our products or services.
    2. The policy has been prepared having regard to company agreed vision and values and reference to good business practice.

  2. Statement of Intent

    1. The Company recognises that excellent customer service is fundamental to its business. Good customer service will be based on respect for customers at all times. We recognise that issues may arise and we will deal with causes of concern seriously and with sensitivity, allowing proper redress when appropriate.

      As a company, we operate a complaints procedure that emulates general corporate procedure.
    2. The policy has been prepared having regard to company agreed vision and values and reference to good business practice.

  3. General Policy – Our Customers

    1. Our customer base includes not only dealer networks, but also other retail customers and trade organisations and companies. Complaint management policies will apply throughout our supply chain to anyone having dealings with our business.
    2. This policy describes how we operate our customer service processes and how our processes interact with other policies we have in place.
    3. Our objectives in providing good customer service will be to:
      • Promote the delivery of high-quality services.
      • Listen to the views of customers.
      • Respect customers at all times.
      • Respond to customers individual needs.
      • Ensure our customer services team behave courteously at all times.
      • Provide clear information about our services.
      • Ensure our goods and services are accessible to all.
      • Respect the businesses we deal with which include dealers networks, distributors and third party customers.

  4. General Policy - Complaints

    1. Our Customer Services team operate a complaints procedure for dealing with concerns raised and expressions of dissatisfaction by customers interacting with our aftersales team or on our digital platforms. The formal complaints procedure is co-ordinated through the Customer Service Manager.
    2. The formal complaints procedure will not be used for first reports of concerns as the customer services team will have the opportunity to resolve them. These will be termed “ongoing Enquiries” until the point where the customer or adviser feel they are unable to resolve the issue and the concern needs to be elevated to formal complaint status.
    3. We publish our complaints process via our Company digital platforms. Customer information in relation to any complaint will be handled on a confidential basis. Customers will be kept informed about the progress and outcome of their complaint and all complaints will be recorded and monitored.
    4. We will use the complaints system to improve levels of customer satisfaction.
    5. Our formal complaints procedure:
      1. Stage 1: Investigation

        Customers making a first complaint should either put the complaint in Writing USING OUR DESIGNATED COMPLAINT FORM or ask the adviser to write it down. They can also make a complaint via e-mail at

        Complaints@MS-RT.com

        or

        Complaints@edcautomotive.co.uk

        On receipt of the complaint, a digital acknowledgement will be sent within 3 working days of receipt, via email.

        The matter will then be referred to the customer services adviser dealing with the matter with a written response being provided within 5 working days or as soon as reasonably practicable where further investigations are required. Where additional time is required to investigate a complaint, we will keep the customer informed of anticipated timescales. The complaint will be recorded, acknowledged, investigated and responded to. If the customer is not satisfied with the outcome, they can opt to move to Stage 2 of the procedure. (If the complaint represents a potential disciplinary issue with a staff member it will go direct to the customer service manager).

      2. Stage 2: Senior Manager Review

        If the customer remains unhappy with the outcome of stage one, they can take the matter further and complain to the head of customer services
        Rod.Laugharne@ms-rt.com / Rod.Laugharne@edcautomotive.co.uk Tel 01495 755000 or by letter to MS-RT, Unit E, Mamhilad Park Estate, Pontypool, NP4 0HZ.

        The complaint will be fully reviewed and the manager will aim to send a full response within 10 working days or as soon as reasonably practicable where further investigations are required. Where additional time is required to investigate a complaint, we will keep the customer informed of anticipated timescales.

      3. Retail Customers Independent Ombudsman:

        Our Team will advise a retail customer of their right to progress the issue to the Independent Motor Ombudsman for mediation in the event that they are still dissatisfied with the outcome. We will have regard to any decisions of the Independent Motor Ombudsman and endeavour to take any actions required.

        Further information about the Motor Ombudsman and Vehicle Codes of Conducts are available at: www.themotorombudsman.org

  5. General Policy – Our Customers

    Our complaints procedure will be reviewed and performance monitoring information analysed and published internally on a regular basis.

    Specifically the Customer Service Team will report upon:-

    1. Our customer base includes not only dealer networks, but also other retail customers and trade organisations and companies. Complaint management policies will apply throughout our supply chain to anyone having dealings with our business.
    2. This policy describes how we operate our customer service processes and how our processes interact with other policies we have in place.
    3. Our objectives in providing good customer service will be to:
      • The number of stage 1 complaints received each month and the % responded to within ten working days.
      • The number of stage 2 complaints received each month and the % responded to within ten working days.
      • Implement regular customer satisfaction monitoring of this service and report on findings to stakeholders with trends and root causes being highlighted and actioned.
      • Ensure areas for improvements and adjustments in relation to staff training, policy or procedural reviews are implemented.

  6. Other Actions following a complaint

    As a Company, we also have processes in place in the event that a complaint relates to a suspected incident or a non-compliance issue with a vehicle or any parts, systems or equipment to determine what, if any, corrective action is required including whether a product recall or field service action be instigated.

    We will notify and inform the dealers in our supply chain where following an investigation, a claim or complaint relating to a non-compliance issue with a vehicle is substantiated and which requires action to be taken by the dealer network.

  7. Record keeping and Retention

    Information about our privacy policy and how long we keep customer records is contained in our Privacy Policy which is available from our website and digital platforms.

    The Vehicle Certification Agency requires us to keep records of Vehicle VIN numbers for warranty and legal reasons. The Vehicle Identification Numbers is a 17-digit number stamped into the chassis of a car, that serves as the car's unique identity code.

    Where a complaint relates to a VIN, the Vin will be recorded in our internal records against the complaint. Our records will also show the nature of the issue in relation to the vehicle, equipment or part, any action taken and when the issue is considered closed.

  8. Policy Review

    Our policies are reviewed on an annual basis or as required to comply with changes in legislation. Any revisions will be recorded in our internal policy system and our digital platforms will be updated with the new version.