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Thames Autos
1-A Spencer Road 
Seven Kings 
Ilford 
IG3 8PW
Tel: 020 7998 7875
info@thamesautos.co.uk
 
Thames Autos Complaints Procedure

Upon receipt of a complaint whether by letter, telephone, email or in person, details will be passed on the date of receipt to Mr Mohammed Hussain who will be responsible with the necessary authority for dealing with such matters.

Timescales

Thames Autos will send a written acknowledgement of the complaint within five days of receipt providing that the name of the individual handling the complaint for the business together with a copy of the complaints procedure.

Within four weeks of receiving the complaint, Thames Autos will either:-

a) Send a holding response explaining why the Officer is not yet in a position to resolve the complaint and indicating a timescale for further contact 
 .

b) Send a final response 


By the end of eight weeks from receipt of the complaint, Thames Autos will either

a) Send a final response


b) Send a response with further explanation of the delay and inform the complainant that he or she may refer the handling of the complaint to the Legal Ombudsman if the delay is unacceptable to the complainant.

Exclusions

Thames Autos may decline to consider a complaint that is made more than six months after the complainant became aware of the cause of the complaint.

Reference to the Legal Ombudsman


At the point of response or in the event that the complaint is not resolved within the eight week period stated above, the complainant is entitled to refer the complaint to the Legal Ombudsman who can be contacted at:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Company Registered in England, Registration Number 6779770


Thames Autos is regulated by the Claims Management Regulator in respect of regulated claims management activities CRM 18899 which is recorded on the website www.gov.uk/moj/cmr

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