Background Pattern

Complaint Procedure Policy

At Highwood Motorhomes, we are committed to providing you with first-class service and value for money. As an Approved Workshop Scheme (AWS) member, we follow strict standards set by The Camping and Caravanning Club, The Caravan and Motorhome Club and The National Caravan Council.

We know that sometimes things don’t go to plan. If you are unhappy with any part of our service, we want to hear from you so we can put things right quickly and fairly.

 

How to Make a Complaint

You can raise a complaint in the following ways:

Please include your name, contact details, and as much information as possible about your concern (e.g. dates, work carried out, and any supporting documents).

 

How We Handle Complaints

1 – Acknowledgement

We will acknowledge your complaint within 5 working days.

2 – Initial Resolution

Wherever possible, a member of staff with the authority to deal with routine concerns will try to resolve the issue straight away.

3 – Further Investigation

If the matter needs further review, it will be passed to a senior member of our team for full investigation. We aim to provide you with a detailed response within 14 working days. If it takes longer, we will keep you updated.

4 – Outcome

We will explain our findings clearly and confirm any actions we will take to resolve your complaint.

 

If You Are Still Not Satisfied

If we cannot resolve your complaint to your satisfaction, you may refer the matter to the Approved Workshop Scheme Management for independent conciliation. Both you and Highwood Motorhomes agree to accept the outcome of their review.

Details of how to contact the scheme will be provided on request.

Our Commitment to our Customers

  • We treat all complaints seriously and with respect.
  • We use complaints as an opportunity to learn and improve our service.
  • We monitor complaints to help prevent problems from happening again.

 

 

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