Complaints Procedure

ENNIS CARAVANS LTD COMPLAINT POLICY 

Our aim is to ensure we offer all our customers an excellent level of service across all areas of our business. If at any time we have given you a less than satisfactory service, we shall try to do everything reasonable to put it right. 

If you find yourself dissatisfied with any of our services, please contact us in the first instance on the details below and we will do our best to resolve the complaint. 

If you wish to make a complaint about the service, you have received please contact us using the details below:  

By Phone: 01269 832381 

By E-mail: [email protected] 

By Mail or in Person: Ennis Caravans Limited, Carmarthen Road, Cross Hands, Carmarthenshire, SA14 6SP. 

What information do you need to make a complaint? 

Please have the following information available when you call, or include them in any email or letter that you send us: 

• Your full name, address incl Postcode and where applicable reference number (Invoice No., Sale No., etc.) 

• Details of your complaint 

• Copies of any correspondence or documents/photographs relating to your complaint. 

• How you wish us to resolve the complaint 

WHAT HAPPENS ONCE YOU HAVE MADE A COMPLAINT? 

If we are unable to resolve your complaint at first contact, or you or someone on your behalf, would prefer to submit your complaint in an alternative medium, your concerns will be fully investigated by our complaint handler. 

Once your complaint is submitted, we shall send you an acknowledgment correspondence within 3 working days. A final response will be issued to you within eight weeks of the initial receipt of your complaint. It will explain our reasons for the conclusion or alternatively, why we are not able to issue a final response at this time. 

During this time, our complaint handler may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint. 

If we uphold your complaint, we will take all appropriate steps to rectify the error promptly, offer an apology for the error and where appropriate, may offer redress or remedial action. 

Financial Ombudsman Service 

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk