Complaints

1.1 Tell us in whichever way suits you:

• by message to 07356 177303;
• by email to [email protected];
• by post to Carique Ltd, Unit 2, Station Lane, Thetford, Norfolk, IP24 1ND; or
• in person, to any member of our team.

1.2 Please tell us as soon as you can. The sooner we know, the easier it is to find out what happened.

1.3 If your complaint is about work on a vehicle or a vehicle you bought from us, stop using the vehicle. Do not have the work redone or the fault repaired elsewhere before we have inspected it: if you do, we cannot look into what went wrong, and we do not pay for it.

2.1 To help us look into it quickly, please give us:

• your name and how to contact you;
• the vehicle's registration, and the estimate or invoice reference if you have it;
• what went wrong and when you noticed it;
• any photos, videos or documents that show the problem; and
• what you would like us to do.

3.1 We aim to acknowledge your complaint within 3 working days of receiving it.

3.2 We look into it using our records of the work, your messages and anything you send us. If it is about a vehicle, we may need to inspect it, and we will arrange a time with you. We may ask you for more information.

3.3 We aim to give you our response in writing within 14 days of acknowledging your complaint. If we need longer, for example because we are waiting for a part to be tested by its maker, we tell you.

3.4 Our response explains what we found, whether we agree that something went wrong, and what, if anything, we will do about it.

4.1 If we agree that we got something wrong, we decide how to put it right, for example by correcting the work. Our Terms and Conditions, our Vehicle Sales Terms and, for a vehicle sold with it, our Vehicle Sales Warranty set out what we do and do not cover.

4.2 If we agree to correct work, we do it at no cost to you.

5.1 If you are not happy with our response, tell us, and a director of Carique Ltd will review your complaint and give you our final response in writing.

5.2 Our final response is the end of our complaints procedure.

6.1 If your complaint is about how we have handled your personal information, our Privacy Notice explains what you can do.

7.1 We will always be polite and respectful, and we ask the same of you. If anyone is abusive or threatening towards our staff, we may stop dealing with them in person or by phone and continue only in writing.

7.2 We keep a record of each complaint and what we did about it, with the records of the work or sale it relates to.