Complaints procedure
We’re committed to your satisfaction
At GM Coachwork, our customers are at the heart of everything we do. We take pride in delivering high-quality products and services designed to make mobility easier and life more enjoyable. However, we recognise that sometimes things don’t go as planned. When that happens, we want to put things right as quickly as possible and learn from the experience.
That’s why we take every complaint seriously, handling each one promptly, fairly, and with care.
If you’re not happy – here’s what to do
If something’s gone wrong, please tell us as soon as possible so we can resolve it quickly.
You can contact us in any of the following ways:
Call us: 01626 853050
Email us: [email protected]
Write to us:
GM Coachwork Ltd
Teign Valley, Trusham
Newton Abbot
Devon, TQ13 0NX
What happens next?
We log all complaints in our Complaints Register and carefully investigate the root cause to prevent future issues.
If we can resolve your concern within 3 working days, we’ll contact you by your preferred method (phone, email, or post). You’ll also receive a Summary Resolution Communication confirming how we’ve resolved your complaint and advising you of your right to refer the matter to the Financial Ombudsman Service if you later change your mind.
If the issue takes longer than 3 days to resolve, we’ll:
- Acknowledge your complaint within 3 working days;
- Provide a copy of our Complaints Procedure; and
- Confirm who will be handling your case.
If the investigation takes longer than 4 weeks, we’ll update you on progress and give an estimated completion time. You’ll receive either an Offer Letter or a Final Response Letter within 8 weeks.
Our final response
Once our investigation is complete, we’ll write to you explaining our findings, how we reached our decision, and what steps we’ve taken to resolve your complaint.
If we uphold your complaint and offer redress, you’ll receive an Offer Letter outlining the details and, if applicable, any financial settlement. Once accepted, we’ll send you a Final Response Letter to confirm the case is closed.
Our promise to you
Every complaint is an opportunity to improve. We value your feedback because it helps us enhance our products, services, and customer experience.
Thank you for giving us the chance to make things right — your satisfaction truly matters to us.