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

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Complaint procedure

1. Introduction

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

monitor outcomes.

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

a suggestion.

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

complaint.

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:

in person

by telephone

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

by letter

by email

Anonymous complaints

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.

Responsibility

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

it.

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.

Time limits

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.

Further steps

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

Contact

contact@royalsupercars.co.uk 

+ 44 7497891221 compliance manager

+44 7916903160 complaints