Complaint Handling Procedure
Preston Caravans and Motorhomes is a member of the NCC Approved Dealership and Holiday Home Distributor Scheme. A key commitment under the GN01 that lies at the heart of the scheme is that we maintain a clear and formal written complaints procedure and take effective and immediate action to try and resolve any customer complaint. Our procedure is as follows:
- If you want to make a complaint:
a) We will acknowledge your complaint, in writing or by phone, within 2 working days of receipt.
b) We will issue an initial response or a final decision, in writing, as soon as possible or at the latest within 10 working days of complaint receipt.
c) If we issue an initial response and you notify us that it does not resolve your complaint, we will issue a final decision, in writing, as soon as possible or at the latest within a further 5 working days.
d) in all instances, if we justifiably need more time to investigate and manage your complaint (e.g. because it involves another party), we will provide written reasons why and an estimate of the date when we expect to be able to issue an initial response or final decision.
e) We will keep a complaints log which will be available for inspection by NCC assessors.
2. We will keep you informed either by letter or e-mail. whichever you prefer.
3. For all complaints we will provide either a response and/or a final decision in writing. Any final decision will include details of the NCC Informal Dispute Resolution Service and the Independent Case Examiner (the Examiner) in case you require independent redress. Please note that the Examiner will only consider complaints that have been first sent to, and considered by, the NCC Informal Dispute Resolution Service.
4. If you are not satisfied with our final decision, or if we exceed the response timescales, you should then refer your complaint to the NCC for informal dispute resolution. If this fails to resolve your complaint or if the NCC Informal Dispute Resolution Service is not able to handle your complaint, your complaint may be escalated to the Examiner. We will co-operate fully with the Examiner during an investigation and comply with his final decision which is binding on us both. Please note an administration fee of £60 (including VAT) will be charged by the NCC should you wish to use the Examiner service. This fee is refundable only if the Examiner finds in your favour, subject to his discretion. There are no other charges to you for using this service.
5. We will liaise, at your request, with anyone acting formally on your behalf (e.g Trading Standards, Citizen’s Advice Bureau, Consumer Advice Centre, etc)
Complaints regarding Sales should be sent to:
The Sales Director
Preston Caravans and Motorhomes
Blackpool Rd, Clifton, Preston, PR4 2RE
Complaints regarding Aftersales should be sent to:
The Aftersales Director
Preston Caravans and Motorhomes
Blackpool Rd, Clifton, Preston, PR4 2RE
Note: The National Caravan Council (NCC) is the UK trade body for the tourer, motorhome, holiday home and park home industries. It has developed a number of NCC Approved schemes, each with a Code of Practice at its heart, to ensure that subscriber members treat customers fairly, deliver high levels of customer satisfaction and provide full protection and access to redress should this be needed. Further details can be found via www.thencc.org.uk/consumer-advice/when-things-go-wrong/ or www.approveddealerships.co.uk/tourer or www.approveddealerships.co.uk/motorhomes
We obtain information about you when: you make a purchase with us, send an enquiry to us via phone, social media or telephone, contact our service centre, you connect to us through a third party including manufacturers, sign up to our newsletter or provide your information as part of a competition.
- Your information will be used in accordance with GDPR. This might include:
- To provide products, services or responses to queries that you have requested
- For our internal record keeping and administration purposes
- To contact you in respect of any field service actions, warranty matters, product recalls or any similar relevant notifications
- Dealing with entries into a competition
- To send you communications which you have requested or that may be of interest to you. These may include information about marketing activities and promotions
- Assessing you for suitability for employment in the event you have applied for a job with us and supplied your CV or contact details.
We will hold information in accordance with legal and regulatory guidance, to meet our legal obligations and also to ensure we can provide you with reasonable support and efficiency.
We may pass your information to other companies – the manufacturer of your purchase, DVLA, CRIS, and local repair contractors, for the purpose of operating your warranty, vehicle registration, servicing, repairs and recalls and product updates.
We may also pass your details to a relevant delivery service when sending a part or requested product to you.
We operate only with companies who have the same care and responsibility for your information as we have; however you should make yourself aware of the privacy policies of these partners.
We may pass your information to our third party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to send you mailings). We will only provide the information that is needed to carry out this task and we have a contract in place that satisfies us that your details are secure and will not be used for their own marketing purposes.
We do not share your data with any other third parties, with the exception of when we have been asked to provide information for regulatory or legal purposes e.g. to shipping companies; if we are progressing existing or future legal proceedings; or if we are selling our businesses to someone, we may transfer our rights under any customer agreement we have with you.
We will not sell or rent your information to third parties.
We highly recommend that you allow us to contact you regarding your purchase in the case of recalls, repairs and warranty.
If you would like to unsubscribe from our e-marketing, you can do so by clicking the unsubscribe link which is found at the bottom of all our newsletters.
If you would like us to remove all your information that we store, you can do so by sending a request in writing to firstname.lastname@example.org. We will comply with your request in accordance to GDPR guidance and timescales. Similarly, you can request to receive a copy of all the data that we hold on you.
We are not responsible for the privacy policies on any other site whether you link to our website through them or you link to them through our website.
Accuracy of content
We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only.
We aim to have all images representing products as accurately as possible. However, variations in the configuration of hardware and monitors and the loss of image quality due to optimisation, will impose a degree of inaccuracy.
Online Shop Policies
An order is only complete once payment for said order has been received by us. Payment methods are clearly shown on on our product pages and a confirmation email will be sent upon order completion.
Once we receive you order and payment, we endeavour to dispatch your order within 3 working days. Delays will be avoided as best possible, but can be incurred by unforeseen issues such as a delay in us receiving the product from our supplier, delays caused by our chosen delivery courier etc. Where possible we will contact you regarding these delays.
We cannot guarantee a specific delivery day.
We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed.
If you are not at home to accept delivery, your courier will let you know your redelivery or collection options. If an alternate delivery is not made possible in accordance with the courier’s policies, the goods may be returned to us. If goods are still required the original delivery charge will be reapplied to your order, this charge also applies to goods that are redirected to a new address while in the hands of the courier.
You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
Upon receipt of goods please examine them thoroughly, if possible in a clean dry place, ensuring that they are the goods that you ordered, that they are free from defects, in good working order and that there are no missing parts or items. Should you encounter any problems, please contact us as soon as possible either by telephone or email.
Please check your delivery for missing items or damaged goods before you sign for them. If a driver refuses to wait while you do so, please make a record on the driver’s documentation saying so. Signing for your goods before they are checked makes it impossible to make a claim against the courier for damaged goods.
Distance Selling Regulations state you are legally entitled to cancel your order within 14 days, starting the day after receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty fees. However, you will need to notify us if you wish to cancel your contract, either in writing or by email at email@example.com.
Please do not write or tamper with the manufacturers original packaging. Instead please pack returning item/s into a suitable box or bin liner etc. to preserve their original condition.
If you have received the goods before you cancel your contract then you must send the goods back to our dealership at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our address at your own cost and risk as soon as possible.
Once you have notified us that you are cancelling your contract, the relevant sum debited to us from your credit card will be re-credited to your account. However, in the event only part of an order is cancelled no delivery cost shall be re-credited. Before funds can be credited back to your account, cancelled items must be returned to us within 14 days and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
You will be re-credited for the costs incurred in returning faulty goods.
The contract price we pay shipping carriers for returning your unwanted goods (referred to as a 3rd party collection service) is greater than the cost of the original delivery. The cost of returning an item to our premises will be either £12.50 or £80.00, depending on the size and weight of the goods being returned.
If you wish to return a product under guarantee you must submit a claim in writing, either by post or by email, at firstname.lastname@example.org. You will be provided with an RMA (Return Merchandise Authorisation) reference, which will help us identify your records in any future correspondence.
You must send goods back to us at our contact address and at your own cost and risk. However, if the cost of returning goods exceeds £10.00, we reserve the right to make arrangements for collection of returning goods to minimise expenses.
Please send evidence of postage costs with your goods. We advise that you send your returns using a tracked delivery service, with appropriate insurance, to cover the cost of damaged or lost items.
Before a guarantee claim can be accepted, faulty goods must pass through a process of inspection to determine the exact cause at fault. If, during the inspection we find evidence indicating the cause to be misuse, modification, or that goods have not been used in accordance with manufacturers operating instructions or guidelines, we may not be able to offer a replacement, exchange or refund. In such cases, you may have to pay a delivery charge, to cover the cost of returning your goods back to you.
Once a valid guarantee claim has been established, we will provide you with either a repair, exchange or refund. As a general rule if a product cannot be repaired it will be replaced. If we are unable to replace an item under guarantee, we will re-credit your account with the original cost plus, any charges incurred for the transport of faulty goods returned to our premises, up to a maximum of £10.
Most claims are completed within 5-10 working days. However, some tent and awning claims can take longer but no more than 30 days in total, as required by statutory law.
We work extremely hard to ensure that mistakes caused by human error do not happen. However, if you should receive an incorrect item/s, please let us know within 14-days. If you intend on returning an item, which has been delivered incorrectly, it should remain unused and in its original packaging.
Bike racks that have been assembled are classed as secondhand. It is your responsibility to ensure that the bike rack is the correct one for your vehicle before assembly.
In the unlikely event we deliver the wrong awning or you decided to return the awning as unwanted it is very important that the awning has not been erected outside. Awnings that have been erected outdoors are classified as second hand and cannot be resold as new. If the awning has been unpacked and erected indoors in a dry environment returning the tent should not be a problem. If you would like to return an awning you must notify us of your intention in writing either by letter or email within 14-days of receiving the awning. If you are returning an awning because you have changed your mind or have ordered the incorrect size, you will be responsible for the return postage charge. If we have delivered the wrong awning, we will take full responsibility for the cost of collecting and redelivering the correct replacement.
If you have any concerns regarding correct sizing before you order, please contact our awnings department on 01772 685949 and we will be happy to guide you to the size you need.
If you find a fault with your awning within 14-days of receiving it we will exchange it with a new one. If a minor fault is found it maybe possible for us to rectify it via telephone or email. If your awning is faulty outside of this 14-day period notification must be put in writing and we will contact you to advise the appropriate course of action. Please be aware that your awning may require a repair that could take several days to complete, it may also be necessary to consult with the manufacturer of the awning, which may also take a few days. If you return an awning with a fault but it is established that no fault can be found you will be fully responsible for all carriage charges.
The cost of returning a faulty awning will remain the responsibility of the owner until the cause of the fault has been determined. A credit will be issued for the cost of the return delivery when a replacement or repair has been dispatched. In most cases we will arrange for collection via our own couriers to reduce the cost and minimise inconvenience.