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After Sales | Derby Car Centre, Derbyshire

CUSTOMER CARE

If you wish to register a complaint, in the first instance please email us at customercare@derbycarcentre.co.uk, view our complaints procedure and should you remain unsatisfied as to our final complaint response; please click here for details relating to Alternative Dispute Resolution options.

To ensure your query is responded to efficiently please include the following in your email.

  • Your full name
  • Your telephone number
  • Vehicle type and registration number
  • The name of the person or department you've dealt with
  • Detail your concerns or questions
  • What actions you feel we can do to put things right
  • The best method to contact you with details

COMPLAINTS PROCEDURE

  1. 1.  In the first instance please outline your complaint by email as detailed.
  2. 2.  We will aim to acknowledge receipt of your email within 36 hours.
  3. 3.  We will consider what you say and revert back to you as soon as possible depending upon the detail of your query. We may need to take mechanical or legal advice before responding but will keep you up-to-date with progress.

We aim to satisfy all of our customers but accept that this is not always possible. In the unlikely event of a dispute arising which we cannot resolve to the mutual satisfaction of our customer and ourselves, Derby Car Centre will engage with the independent, accredited Alternative Dispute Resolution service provided by Kent County Council and will abide by the outcome of that process. Full details of that scheme, including how it works and how to apply for dispute resolution, can be viewed at Kent County Council.

Please note that they will only mediate once you have received the final response from ourselves which in line with ADR guidelines is set at 8 weeks from receipt of your initial complaint email and is set as a worst case deadline to allow all chances of a resolution to be exhausted before the ADR process can begin.