Complaints Procedure - How We Handle Them

Our commitment

SavvyVan LTD is committed to providing high quality products and customer service. Occasionally things do not go as expected, and when that happens we would rather know: a complaint is a chance to put something right and to stop it happening to the next person.

Faults, feature requests and complaints

Knowing which is which means the right person picks it up first time.

A fault is the product not working as it should, not doing what we said it does, or not being fit for a purpose you told us about before you bought it. Report a fault and we will look into it.
A feature request is anything else you would like it to do. We welcome them, and this is where to send them. They go on our feature roadmap, and asking for one does not open a complaint.
A complaint is for when you are unhappy with how we have handled something - an order, a fault report, or our service.

How to make a complaint

Email: support@savvyvan.com
Post: SavvyVan LTD, 1st Floor, 76 Town Street, Horsforth, Leeds, LS18 4AP

Please include:

Your name and contact details
Order number or purchase information, where applicable
A clear description of the issue
Any supporting documentation or photographs

That last one matters more than it sounds. A photograph of the thing usually saves a week of describing it.

What happens next

Stage 1 - acknowledgement

We will acknowledge your complaint within two working days, confirming that it is being investigated and outlining what happens next.

Stage 2 - investigation and initial response

We review and investigate, and aim to give you an initial written response within 10 working days of receiving the complaint. It will cover:

What our investigation found
Any corrective action taken
A proposed resolution or remedy

If you are happy with that, the complaint is resolved.

Stage 3 - final decision

If you are not satisfied with the initial response, you can ask us to look again. We will then provide a final written decision, normally within 10 working days of that request, setting out our final position and any resolution offered.

If you disagree with an answer

Disagreeing with an answer we have already given you, on a fault report, a security report, a support request or a feature request, does not start a new complaint. Tell us, and we will review that answer once more under Stage 3 and send you our final written decision, as part of the original matter.

If you think the law requires something of us

Tell us what you think we are required to do, and we will answer it once, with our reasons. If you still disagree, that is a disagreement with our answer and goes to Stage 3. After our final decision, a legal question is one for an independent body or the courts to settle.

More than one complaint about the same thing

Where you raise more than one complaint about the same product, or about the same or connected issues, we may combine them and give one response covering all of them. Anything new you raise about the same product or issue while a complaint is open is added to that complaint rather than opened separately.

After our final decision

Our final written decision is our final position. If you write to us again about the same issues we will acknowledge it, but we will not reopen the complaint unless you give us significant new information. Your options from there are set out below.

Escalating a complaint

Our final decision is the end of our own complaints procedure. If it has not settled things, an independent person or body may be able to help you and us reach an answer without going to court. This is called alternative dispute resolution, or ADR.

We decide case by case whether we will take part in ADR. Our final written decision will tell you whether we are prepared to for your complaint. Where we agree to take part, we will cooperate fully with the process.

One route is the National Caravan Council’s informal dispute resolution service (NCCIDRS), free to customers of NCC members once they have our final written decision. The NCC explains how it works, and what it can and cannot do, at thencc.org.uk/consumer-advice/when-things-go-wrong. If the NCC cannot resolve it, the complaint may be escalated to the Independent Case Examiner for review.

None of this affects your legal rights, including your right to take the matter to court.

Unreasonable or persistent contact

We want to help everyone who contacts us, and nearly everybody makes that easy. Occasionally contact becomes unreasonably persistent or repetitive: raising the same issue again after it has been answered, sending a high volume of messages about matters already dealt with, or asking for replies faster than the timescales set out here. Where that happens, we may:

deal with you through one member of our team
gather your messages together and reply at set intervals
acknowledge further messages about closed matters without replying to them in detail

Before we do, we consider whether anything about your circumstances, such as a disability, means we should handle things differently. We will tell you in writing if we decide to do it, and why.

This never affects your legal rights, including your rights under the Consumer Rights Act 2015 and your right to go to court, or any request about your personal data, which we handle under our privacy policy. A genuinely new fault or issue is always dealt with in the normal way.

Records we keep

We maintain a complaints log recording the date a complaint was received, the date it was acknowledged, the responses provided, and the outcome and date of closure. That is partly for transparency and partly because patterns in it are how products get better.

How we try to handle them

Promptly and fairly
With clear, transparent communication
Aiming for an outcome you are satisfied with

If you would like help

If you need assistance making a complaint, or would like someone to act on your behalf - a consumer advice service, for instance - we are happy to communicate with them once you have authorised it.