SavvyVan Ltd – Customer Complaints Procedure

Our Commitment

SavvyVan Ltd is committed to providing high quality products and customer service. However, we recognise that occasionally things may not go as expected. When this happens, we welcome feedback and complaints as an opportunity to resolve issues and improve our services.

This document explains how customers can raise a complaint and how SavvyVan will manage and resolve it.

How to Make a Complaint

If you are dissatisfied with a product or service provided by SavvyVan, you can contact us using the following details:

Email: support@savvyvan.com

Address: SavvyVan Ltd, 76 Town Street, Leeds, LS18 4AP

When contacting us, please provide:

• Your name and contact details

• Order number or purchase information where applicable

• A clear description of the issue

• Any supporting documentation or photographs

This information helps us investigate and resolve the matter efficiently.

Our Complaint Handling Process

Stage 1 – Acknowledgement

Once we receive your complaint, we will acknowledge it within two working days. This acknowledgement will confirm that your complaint is being investigated and will outline the next steps in the process.

Stage 2 – Investigation and Initial Response

We will review the details of your complaint and investigate the matter. We aim to provide an initial written response within 10 working days of receiving your complaint.

Our response may include:

• An explanation of the findings of our investigation

• Any corrective action taken

• A proposed resolution or remedy

If you are satisfied with the proposed solution, the complaint will be considered resolved.

Stage 3 – Final Decision

If you are not satisfied with our initial response, you may ask us to review the matter further. We will then provide a final written decision, normally within five working days of your request for further review.

This decision will outline our final position and any resolution offered.

Escalation of Complaints

If you remain dissatisfied after receiving our final decision, you may refer your complaint to the National Caravan Council (NCC) Informal Dispute Resolution Service [insert link to their website]

If the NCC is unable to resolve the issue, the complaint may be escalated to the Independent Case Examiner (ICE) for review.

SavvyVan will cooperate fully with any independent investigation and will comply with the final decision where applicable.

Complaint Records

SavvyVan maintains a complaints log to record all formal complaints. This includes:

• The date the complaint was received

• The date it was acknowledged

• Details of responses provided

• The outcome and date of closure

Maintaining accurate records helps us ensure transparency and continually improve our products and services.

Our Approach to Resolving Complaints

We aim to resolve complaints:

• Promptly and fairly

• With clear and transparent communication

• With a focus on achieving a satisfactory outcome for our customers

Customer feedback is important to us and helps us improve the quality of our products and services.

Further Assistance

If you require assistance making a complaint or would like someone to act on your behalf (such as a consumer advice service), we will be happy to communicate with them once authorised by you.

SavvyVan is committed to resolving concerns in a professional and respectful manner and appreciates the opportunity to address any issues raised.