What to do if you have a problem or complaint
Here at Eden Tyres & Servicing, our aim is to make looking after your vehicle as easy & stress free as possible. Our transparent, open & honest approach is what we’ve become known for; we would like all our customers (& their families) to use us for years and so aim to provide the very best service possible.
After over 40 years experience in automotive repair, we’re aware that occasionally we’ll come across a situation in which a customer isn’t happy with the outcome of a service or repair.
To address this, we have put a procedure in place to ensure any issues are listened to & fully investigated as fairly and transparently as possible.
STEP 1
Contact your local branch
If you have a complaint then the first step is to contact your local branch.
Our branch managers are trained to listen to your concerns & investigate your complaint as fully & fairly as possible.
Our business relies on happy customers so it makes sense that if there’s ever a problem, we communicate openly with customer’s & work together to resolve it.
STEP 2
Email our regional team
If, after contacting your local branch you’re unhappy with how your issue has been dealt with the next step is to contact our regional customer service team.
Our regional team have decades of experience in automotive and have the expertise needed to deal with any complaints that may arise. They’ll contact you directly to discuss the issue and will investigate on your behalf with the branch in question. To contact the regional team email customerservices@edentyres.co.uk.
STEP 3
The Motor Ombudsman
We want all our customers to feel 100% confident in using our services which is why we’re members of The Motor Ombudsman.
In the unlikely event that you feel an issue hasn’t been fully resolved by our team, you have the right to Contact the Motor Ombudsman.
The TMO will ask if you’ve notified us about the complaint to check we’ve had the opportunity to resolve any issues. Then, one of their independent, impartial experts will step in to investigate the complaint on your behalf.
What is the Motor Ombudsman?
An Ombudsman is a neutral service that considers consumer complaints about a variety of issues within organisations in both private and public sectors. It works to come to fair and reasonable conclusions and outcomes for both parties as an alternative to going to court.
The Motor Ombudsman is the automotive dispute resolution body. It’s the first voluntary and fully impartial private sector ombudsman for the automotive sector.
- Honest and fair services
- Work completed as agreed
- Competent and conscientious staff
- Open and transparent pricing
- Invoices that match quoted prices
- A straightforward complaints procedure
Benefits of The Motor Ombudsman:
- It is a form of protection for customers to have a neutral party to go to in the event of a complaint that they feel hasn’t been fully resolved.
- If you encounter a problem you are able to take a step back and allow the TMO to discuss it on your behalf.
- You have the peace of mind in knowing that any complaint or problem you encounter will be handled and resolved fairly & professionally
How do they stay impartial?
The impartiality starts right with the CEO. His role is purely to oversee the day to day running of the Motor Ombudsman so he has no influence in the outcome of any complaints.
Their work is also monitored – just how the businesses they work with are monitored to ensure they are working to standards, they too are monitored by the board of directors to make sure that they are handling customer cases correctly
They meet OA criteria (Ombudsman Association) which is:
- Independence
- Fairness
- Effectiveness
- Openness
- Transparency
- Accountability
