Feedback and Complaints procedure...
At Royalsupercars.co.uk it is very important for us all clients have a extraordinary service from us. We beleive client is always right and we have audited complaints procedure within our system. Your happiness is our first priority but in any case if you experience any problem during your rental please do not hesiatate to contact us ASAP. In this page you will find how we process your complaint and our quality achievement procedure
We always aim to provide a high standard of care in all our services.
Our customers' views are important to us and help to ensure our services are
consistently meeting people's needs. If you are unhappy with any of our services it
is important that you let us know.
If a complaint alerts us to possible abuse or neglect we will tell the Council's adult
safeguarding team. The safeguarding team will decide how to investigate and
2. Making a suggestion
Often people feel more comfortable about suggesting improvements rather than
complaining formally. Anyone receiving services, and their friends/ family, may make
First you should speak to the Manager or their Deputy.
Comments or suggestion boxes are available if you would rather make your
suggestion that way.
tf the suggestion is something that royalsupercars.co.uk as a company needs to
consider you can send it to:
lg Global Trading
Unit 9 Advance Road SE27 9 LT London/ United Kingdom
3. Making a complaint
We aim to handle complaints quickJy, effectively and in a fair and honest way. We
take all complaints seriously and use valuable information from investigating to help
us improve the service we provide. We treat all complaints in confidence.
royalsupercars.co.uk assures clients and their families that it will not withdraw or reduce
services because someone makes a complaint in good faith. •••
4. Who can complain
Anyone affected by the way royalsupercars.co.uk provides services can make a
A representative may complain for the affected person if they:
• have died
• cannot make a complaint themselves, or
• have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know
someone who can talk or write to us on your behalf, we will be happy to find
someone from an independent organisation to act as an advocate for you.
5. How you can make a complaint
You can complain:
through a member of our staff
through an advocate or representative
where someone complains orally we will make a written record and provide a copy of it within 3 working days
We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we
can tell you the outcome of our investigation.
The Registered Manager has overall responsibility for dealing with all complaints made about their service.
We will provide as far as is reasonably practical:
any help you need to understand the complaints procedure; or
advice on where you may get that help.
How we handle complaints
The Registered Manager or company name may ask one of the management team to investigate the complaint. That person
will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working
days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
details of the findings;
any action we have taken; and
our proposals to resolve your complaint.
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain
more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good
reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint
effectively and fairly.
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact us