Complaints procedure
If any part of dealing with us has fallen short, we want to hear about it directly so we can put it right and stop it happening again.
Every complaint is handled by a named person, acknowledged in writing, and answered in writing once we have looked into it.
How to raise a complaint
- Write to us at the registered office address below, marking your letter "Complaint".
- Call 07729 331999 and ask to speak to a manager.
- Write to us at Reiver Group, Harker, Carlisle, Cumbria, CA6 4DS, United Kingdom.
What to include
- Your name and the best way to reach you.
- The vehicle involved and any reference number we gave you.
- What happened, and when.
- What you would like us to do about it.
What happens next
- We acknowledge your complaint and confirm who is handling it.
- We investigate, which may include speaking to the staff and reviewing the records.
- We respond in writing with our findings and what we propose to do.
- If you're not satisfied, you can ask for the decision to be reviewed by a manager.
When we acknowledge your complaint we confirm who is handling it and when you can expect our full response. If an investigation takes longer than expected, we tell you rather than leave you waiting.
If we can't agree
Where a complaint can't be resolved between us, our final written response will set out any independent options available to you, including any relevant ombudsman or alternative dispute resolution route, so you know where to take it next.