Customer complaints procedure
If something has gone wrong
We would rather hear about it. This page sets out how to raise a complaint, what happens next, and how long each stage should take - so you are not left wondering whether anyone is looking at it.
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.
How to make a complaint
Contact us using either of these:
- 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.
Escalating a complaint
If you are still dissatisfied after our final decision, you may refer your complaint to the National Caravan Council’s informal dispute resolution service (NCCIDRS). The NCC explains how to do that, 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.
We will cooperate fully with any independent investigation and comply with the final decision where applicable.
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.