RAM Automotive

RAM Automotive

 

Regulatory Compliance

Complaints Procedure

Here at RAM Automotive Ltd, we are committed to providing a highest standard of service. However, we do recognise that problems can arise or the service levels to which we desire fall short. If you are in any way dissatisfied with our service and wish to make a complaint the various ways you can contact are outlined below and we will be delighted to sort out any issues you feel you may have.

We welcome all comments on our service. They help us work to improve our overall service to stay ahead of your expectations and the industry, and they also assist the development of our products and services in general, making our products and services keep pace with our customer’s needs.

Complaints made by e-mail

Please email us at info@ramautomotive.co.uk  Complaints by e-mail this will be passed on to our customer services for immediate  investigation. We will respond to you by return e-mail, telephone, or when it is necessary to ensure privacy or to enclose copies of other documents by letter post.

Complaints made by phone

Please call the number on our home page and ask to put through to customer services

Complaints made by letter

Please write to our offices address is found on our website to our customers services department.

What information do you need to provide?

To help us investigate and resolve your complaint as quickly as possible, the more information you can provide us up front the quicker we will be able to resolve the problem or area of concern. Your name and address, rental contract number, vehicle registration (if applicable), contact telephone number a description of your concern or complaint and any other details that you think are relevant to help us solve the problem and get you back on the road.

How will we handle your complaint?

Our aim is to get back to you within 24 hours (Monday to Friday) of receiving your complaint. Our first step will be to acknowledge receipt and then we will work on identifying the issue and look to resolve it based on the information you have provided. We endeavour to keep you informed every step of the way most complaints can be handled quickly and efficiently by our customer services.

In the unlikely event your complaint has more intricate (dealing with 3rd parties that are not in control of RAM Automotive Ltd and its partners) and we need more time to be able to look into it then we will seek to keep you informed of our progress on a regular basis whilst our investigations are being undertaken. We will of course give you our best estimates in these case when you can expect a resolution.

When all things have been resolved we will write to you out lining the actions we have taken or our proposing so that you know the outcome of your complaint.

In the unlikely event you are still not satisfied…

Our aim is to solve to your satisfaction all complaints if however you are not satisfied with our response or the handling of your complaint, you can ask the customer services team to put you through to our management team.