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.
If you have a complaint, we encourage you to contact us as soon as possible so that we can address your concerns. A full copy of our complaints procedure can be provided on request. You can submit your complaint through any of the following methods:
When making a complaint, please provide the following details to help us resolve the issue efficiently:
We will acknowledge receipt of your complaint within 7 working days. 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 14 working days. If further investigation is required, we will keep you informed of the progress and provide an estimated completion timeframe.
Once our investigation is complete, we will respond to your complaint with:
If you are not satisfied with the resolution provided, you may escalate your complaint to a senior manager by contacting Gary Wray or Jade Marshall.
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.
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.
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.