Complaints Procedure

If you have had an unsatisfactory experience in dealing with one of our Motorhome Depot franchisees, we are sorry to hear about it and we will look into your complaint. Customer service is very important to us and your complaint will be taken seriously.

How to Make a Complaint

Before we can look at your complaint, you must complain directly to the franchisee first and follow their complaint’s procedure.

It is important to tell the franchisee the following;

• Why you are unhappy, setting out the act or omission you believe has occurred;
• What you would like them to do to resolve your complaint;
• Summarise any conversations in writing, making a note of the date and time and who you spoke to.

Send them copies of all correspondence you had with them.

Can someone help me complain?

Yes, you can ask a friend or family member to help, or a third party such as a legal representative or someone from Citizen’s Advice.

If you choose to be assisted by a third party you would need to advise the franchisee and confirm who you have chosen to help you.

Process

We recommend you send all complaint correspondence to the franchisee by recorded delivery or set a delivery receipt if you choose to email them. That way you know if they have received written confirmation of your grievance.

After a review, they will send you a final “viewpoint” letter which hopefully will address your concerns but if you are not satisfied with the reply you may refer the matter to the franchisor.

If you have not heard from them about your complaint within four weeks please contact them again. If they fail to respond to you, and it’s been more than eight weeks since you first contacted them, please contact the franchisor.