Complaints Policy

BrakeSafeHGV Ltd is committed to providing an efficient, professional and reliable booking service for HGV brake testing. We value feedback from our customers, test centres and business partners and regard complaints as an opportunity to improve our service. Our aim is to resolve complaints fairly, consistently and as quickly as possible.

Our Commitment

We will:

Treat every complaint seriously.
Listen carefully and investigate fairly.
Keep complainants informed throughout the process.
Respond professionally and courteously.
Learn from complaints to improve our services.
Comply with all applicable UK consumer protection and data protection legislation.

What You Can Complain About

Complaints may relate to:

The BrakeSafeHGV website or booking portal.
Problems making or managing bookings
Incorrect booking confirmations.
Payment processing.
Customer service received from BrakeSafeHGV.
Technical issues with the website.
Delays in communication.
Data protection concerns.
Any other aspect of our service.

Complaints About Independent Test Centres

BrakeSafeHGV provides an online booking platform connecting customers with independent brake testing centres

Complaints regarding:

the quality of a brake test,
the conduct of test centre staff,
workshop workmanship,
repairs carried out,
testing equipment,
or technical decisions,

should normally be raised directly with the relevant test centre.

Where appropriate, BrakeSafeHGV will assist by forwarding the complaint to the test centre and monitoring progress, but BrakeSafeHGV is not responsible for services carried out by independent businesses.

How To Make A Complaint

Complaints can be submitted by:

Email:  complaints@brakesafehgv.co.uk

Post:

BrakeSafeHGV Ltd
2 the Crofts North Scarle Lincoln LN6 9GT United Kingdom

Please include:

Your FULLNAME
Company name (if applicable)
Telephone number
Email address
Booking reference
Vehicle registration
Test centre (if applicable)
Details of your complaint
Any supporting photographs or documents

Complaint Handling Procedure

Stage 1 – Acknowledgement
We will acknowledge your complaint within:

2 working days

Stage 2 – Investigation

We will investigate by:

Reviewing booking records
Examining correspondence
Speaking with relevant staff
Contacting the test centre where necessary
Reviewing any supporting evidence

Stage 3 – Response We aim to provide a full written response within:

10 working days

If additional time is required, we will keep you informed and explain why.

Possible Outcomes

Depending upon our findings we may:

Apologise where appropriate.
Correct any errors.
Rectify technical issues.
Offer a refund where applicable.
Offer compensation where appropriate.
Explain why the complaint cannot be upheld.
Introduce service improvements.

Appeals

If you are dissatisfied with our response, you may request that the complaint be reviewed by a Director of BrakeSafeHGV Ltd. Appeals should be submitted within:

14 days of receiving our response.

A final response will normally be issued within 10 working days.

Data Protection

All complaints are handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Complaint records will only be shared with those involved in investigating and resolving the complaint.

Complaint Records

BrakeSafeHGV Ltd maintains a secure complaints register recording:

Complaint reference number
Date received
Customer details
Nature of complaint
Investigation undertaken
Outcome
Date closed

Complaint records will normally be retained for six years.

Abuse Towards Staff

BrakeSafeHGV expects all communications to remain respectful.

Aggressive, threatening, abusive or discriminatory behaviour towards our staff will not be tolerated and may result in communication being restricted or, where appropriate, bookings being cancelled or accounts suspended.

Continuous Improvement

Complaints are reviewed regularly to identify trends and opportunities to improve:

Customer service
Website functionality
Booking processes
Communication
Relationships with partner test centres

Our objective is to ensure BrakeSafeHGV continues to provide a simple, reliable and professional booking service for the commercial vehicle industry.

Contact

BrakeSafeHGV Ltd

Email: info@brakesafehgv.co.uk
Website: www.brakesafehgv.co