Complaints Procedure

At New Again, we are committed to providing exceptional service and ensuring that our customers are satisfied with their experience. However, we understand that there may be times when our service does not meet expectations. We take all complaints seriously and are dedicated to resolving them promptly and fairly.

 

How to Make a Complaint

If you have a complaint, we encourage you to contact us as soon as possible so that we can address your concerns. You can submit your complaint through any of the following methods:

  • In Person: Visit our premises at New St., Chelmsford, Essex, CM1 1GJ
  • By Phone: Call us on01245 350035
  • By Email: Send your complaint to [email protected]
  • Online: Use the contact form on our website at cars.newagain.co.uk/contact.asp
  • By Post: Write to us at New Again Ltd, New St., Chelmsford, Essex, CM1 1GJ

When making a complaint, please provide the following details to help us resolve the issue efficiently:

  • Your full name and contact details.
  • A clear description of the issue.
  • Any relevant documentation or supporting information (e.g., receipts, photos).

 

Acknowledgment and Investigation

We will acknowledge receipt of your complaint within 3 working days and provide you with a reference number for tracking purposes. Our team will then conduct a thorough investigation, which may include reviewing service records and speaking with relevant staff members.

Our goal is to provide a resolution within 10 working days. If further investigation is required, we will keep you informed of the progress and provide an estimated completion timeframe.

 

Resolution and Response

Once our investigation is complete, we will respond to your complaint with:

  • A summary of our findings.
  • An explanation of any corrective actions taken.
  • Options available to you if you remain dissatisfied.

If you are not satisfied with the resolution provided, you may escalate your complaint to a senior manager by contacting Gary Wray.

 

Escalation and Dispute Resolution

We are proud to be a member of the Retail Motor Industry Federation's Trust My Garage scheme, which is backed by Trading Standards. If you are not satisfied with our final response, you have the option to escalate your complaint to Trust My Garage's dispute resolution service.

You can contact them via:

This independent service provides impartial mediation to help reach a fair resolution.

 

Confidentiality and Data Protection

We treat all complaints confidentially and in accordance with our privacy policy and data protection regulations (GDPR). Your personal information will only be used to process and resolve your complaint.

 

Continuous Improvement

We regularly review complaints and customer feedback to enhance our services and ensure the highest standards of quality and professionalism.

Thank you for giving us the opportunity to resolve your concerns. Your satisfaction is our priority.

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