Service & Complaints Policy

Car4valet Service Policy

Car4Valet is committed to providing a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

Read our Complaints Policy bellow

By using any of our services, you agree to our Terms and Condition, Service and Complaints Policy and that you have read our Privacy Policy, including our Cookie Use.

Courtesy and respect

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness

We will not tolerate threatening, abusive or unreasonable behavior by any complainant. Such situations are rare, however, should they happen, we will cease communication with the complainant immediately and will inform the appropriate authorities as necessary.

How to make a complaint

You can make a complaint in a number of ways:

by e-mail: office@hdclean.co.uk

or by post to:

Attention: Complaints
46 Persimmon Gardens, Cheltenham, GL51 0UF

Reasonable adjustments

If you require a reasonable adjustment because you are a disabled person and unable to contact us in writing, please see the Contacting Us section for details of how you can register your complaint, or discuss your adjustment needs with us.

Our policy covers complaints about:

  • the standard of service you should expect from us
  • the behaviour of our staff in delivering that service
  • the damage done by our employees (when reported in specific time frame) 
  • any action, or lack of action, by our staff or others engaged on Commission business

We refer to these complaints as "service complaints".

Our complaints policy does not cover:

  • comments about our policies or policy decisions
  • dissatisfaction or complaints expressed with our policies or decisions about individual cases, funding, or requests for legal advice and assistance
  • any issues or damages that occurred after or result the service/job has been done.
  • matters that have already been fully investigated through this complaints procedure
  • anonymous complaints

We refer to these types of comments or complaints as’non-service complaints’. These are handled differently, as set out in the ‘Comments and Non-service complaints’ section on page 12.

Complaints Policy Timescales

  • Investigation may take up to 20 working days
  • Any quality and standard complaints must be reported no more than 30 days after the service provided.
  • Any damage or loss must be reported immediately or no later than 1 hour after the job is completed.
  • Any behaviour of our staff in delivering that service complaints must be reported no later than 15 days.

Compensation

  • Quality or service standards complaint cases will be investigated and statement will be provided no later than 20 working days. Decision will be provided by email or phone. If the decision is in customer favor 2 options will be provided:

1 Option:   We can send our team to complete the work, until the customer is not 100% satisfied;

2 Option:   Our Company will issue a particular or full refund until 15 working days.

  • Damage or loss complaints will be investigated and statement will be provided no later than 20 working days. Decision will be provided by email or phone. If the decision is in customer favor we will take care of everything.

For vehicles still in warranty or not older than 3 years repairs will be handled by the official dealer. *

For vehicles older than 3 years repairs will be handled by selected by us repair center. *

* Parts or damaged item may NOT be replaced with brand new. Subject to car age and avalability.

If you are still dissatisfied

If having followed the two internal stages of our service complaints procedure you remain dissatisfied, you can ask to have your complaint reviewed by the the Ombudsman who is independent of the Commission. The Ombudsman will assess whether there is evidence of service failure or maladministration on our part. You have a maximum of 28 days from the date of the our final response to register a complaint with the Ombudsman. 

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998, subject to the need to disclose information as required by statutory authorities, and/or as a result of statutory, legal or parliamentary obligations placed on the Commission.

 

Created: 03/03/2012    Last updated: 18/07/2016

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By using any of our services, you agree to our Terms and Condition, Service and Complaints Policy and that you have read our Privacy Policy, including our Cookie Use.

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Areas We Cover

  • Wiltshire Open or Close

    Tidenham, Little Witcombe, Sandhurst, Brockhampton, Coombe, Upper Lydbrook, Leighterton, Daylesford, Cam, CutsdeanYanworth, Seven Springs, Whiteway Colony, St. Briavels, Shipton, Newnham on Severn, Highnam, Hardwicke (Elmstone-Hardwicke), Compton Abdale, Coln Rogers, Hazleton, Bourton-on-the-Hill, Lydney, Cold Aston, Slimbridge, Ellwood, Gretton, Oldcroft, Hinchwick, Bishop’s Cleeve, Upper Framilode, Leckhampton, Boulsdon, Drybrook, Brand Green, Somerford Keynes, Cotswold, Pillowell, Upleadon, Coberley, Lydbrook, Forest of Dean, Hawkesbury Upton, Ashton under Hill, TwyningPainswick, Newport, Stanway, Kempley, Upper RissingtonQuedgeley, Upper Soudley, Ablington, Stroat, North Nibley, Ullenwood, Sevenhampton, Withybridge, Dumbleton, Whiteshill, Leigh, Prior’s Norton, Colesborne, Staverton Bridge, Meysey Hampton, Hidcote Boyce, Gorsley,Cainscross, Bagpath, Alkington, Upton St Leonards, Boxbush, Lower Apperley, Lower Cam, Oakridge, The Reddings, Staunton, Draycott, Lower Dowdeswell, YorkleyMaisemore, Woodmancote near Dursley, Cotswold, Tetbury, Snowshill, Stratton, Ruardean WoodsideHam, Andoversford, Moreton-in-Marsh, Frampton Cotterell, Ruardean, Elmbridge, Ampney Crucis, King’s Stanley, Southam, East Dean, Staunton, Bream, Coln St. Aldwyns, Bishop’s Norton, Sheepscombe, Elmore Back, Coldharbour, Througham Slad, Filton, Buckland, Longborough, Eastington, Horsley, Longlevens, Siddington, Mitcheldean, Brockworth, Notgrove, Kineton, Stow-on-the-Wold, FyfieldLasborough, Bledington, Tewkesbury, Greet, Baunton, OzleworthIcomb, Stow-on-the-Wold, HuntleyGanborough, QueningtonRandwick, AylworthNailsworth, Miserden, Saul, Pope’s Hill, Snig’s End, Clapton-in-the-Hill, Hatherop, Stanton, Aylburton, Woodmancote near Cheltenham, Norton, Coleford, Tibberton, South Cerney, Wotton-under-Edge, Gotherington, Hasfield, Northwick, Shipton Moyne, Dixton, Ampney St Mary, Poulton, Ashleworth, Coombe Hill, Tredington, Kent’s Green, Arlebrook, Southrop, Baker’s Hill, Ashley, Woodchester, Chaxhill, Box, Bencombe, Arlingham, Coaley Peak, Hawling, Owlpen, Stroud, Northway, Minchinhampton, Arle, Newent, Bowbridge, Redmarley D’Abitot, Batsford, Lower Slaughter, Woodmancote near Cirencester, Lassington, Kilcot, Eastcombe, Uley, Alvington, Calcot, Sapperton, Eastington, Okle Green, Battlescombe, Purton near Berkeley, Laverton, Alkerton, Stinchcombe, Beverston, Cranham, Barrington, Driffield, Brimpsfield, Frocester, Swindon Village, Hampnet, Stroud, Bengrove, Oxenton, Over, Lower Swell, Teddington, Harrow Hill, Lower Wick, SydeDaglingworth, Sherborne, Blaisdon, Alstone, Naunton, Cheltenham, Haresfield, Bamfurlong, Lower Lemington, Lechlade, Cowley, Upper Swell, InnsworthBadgeworth, Lypiatt, Stowell, Slad, Coaley, Chaceley, nr. Coleford, Broad Campden, Parkend, Aston Cross, Bromsberrow, Churchend, Longford, Cinderford, Condicote, Luxley, Avening, Aston Magna, Priding, Newington Bagpath, Chalford, Tresham, Blockley, Oldbury on the Hill, Chipping Campden, Long Newnton, Gloucester, Alstone, Deerhurst, Upper Slaughter, Longhope, Berkeley, Chedworth, Down Ampney, Lower Oddington, Cold Ashton, Temple Guiting, Alderton Fields, Apperley, Up Hatherley, Berry Hill, Barnsley, Beachley, Framilode, Elmstone Hardwicke, Shuthonger, Purton near LydneyOakle Street, Berkeley Vale, Arlington, Dursley, Amberley, Newland, Littledean, Tewkesbury, Parton, Hartpury, Cashes Green, Upper Dowdeswell, Barton End, Prestbury, Whitminster, Bournes Green, Barrow Wake, Hucclecote, EpneyWalton Cardiff, Bagendon, Cheltenham, Aldsworth, Donnington, Leonard Stanley, Staverton, Ampney St Peter, MinsterworthU Uckington, NympsfieldSaintbury, Calcott’s Green, Gotherington, Sedbury, Toddington, Sunhill, Little Rissington, BussageEarthcott, Boughspring, Shurdington, Alderley, Stroud Green, Bournside, Kempsford, Kingswood, Salperton, Milkwall, Stone, Bournstream, Stonehouse, Kingscote, Upper Coberley, Bibury, Northleach, Duntisbourne Abbots, Stoke Orchard, Brimscombe, Barrow, Upper Oddington, Alderton, Stratfod, Frocester Hill, Oddington, Brookthorpe-with-Whaddon, Moreton Valence, Birdlip, Colthrope, Bisley-with-Lypiatt, Bitton, Whitminster Church, Bibstone, Lower Berry Hill, Guiting Power, Clearwell, English Bicknor, Hinton, Wyck RissingtonKemble, Abenhall, Henbury, Bisley, Allaston, Brain’s Green, Winstone, Didbrook, Coalway, Shorncote, Broadwell, Ford, Rodborough, Charlton Kings, Sharpness, DymockJoys GreenFairford, Thrupp, Piff’s Elm, Little Barrington, Breadstone, KnightsbridgeAbbeymead, Frampton Mansell, Churchdown, Bondend, Anthony’s Cross, Hardwicke (Stroud), Longney, Sudgrove, Mickleton, Awre, Cambridge, Evenlode, Hillesley, Aston Subedge, Ashchurch, Oakley, Brockweir, Coln St. Dennis, Witcombe, on A417, Ball’s Green, Fretherne, Adlestrop, Winson, Boddington, Brookthorpe, Forthampton, Corse, Boxwell, Flaxley, Great RissingtonTaynton, Broadwell, Battledown, Frampton-on-Severn, Winchcombe, Cirencester, Stowe, Bromsberrow Heath, Barton, Edgeworth, Boxwell with Leighterton, Blakeney, Bourton on the Water,

  • Gloucestershire Open or Close

    Lower Swell, Avening, Norton, Seven Springs, Dixton, Calcott’s Green, Blakeney, Lower Slaughter, Andoversford, Lower Berry Hill, Cotswold, Boxwell, Blaisdon, Minchinhampton, Lydbrook, Barrow, Ampney St Mary, Leighterton, Wotton-under-Edge, Upper Lydbrook, Broadwell, Newport, Siddington, Alkerton, Ruardean WoodsideHam, Hardwicke (Stroud), Beachley, Brookthorpe-with-Whaddon, Coombe Hill, Framilode, North Nibley, Staverton, Alvington, Northwick, Northway, Parkend, Sharpness, Winstone, Greet, Coldharbour, Ullenwood, Blockley, Upper Slaughter, Shorncote, Frocester Hill, OzleworthIcomb, Coaley Peak, Apperley, Mickleton, Cranham, Througham Slad, Lydney, Meysey Hampton, Coleford, Eastington, Whitminster, Broad Campden, Berkeley Vale, Birdlip, Lechlade, Whitminster Church, Tibberton, Miserden, Stowell, Hinton, Ashleworth, Charlton Kings, Horsley, Stowe, Staunton, Saul, Brookthorpe, Snig’s End, Ball’s Green, Cirencester, Alstone, Prestbury, Upleadon, Redmarley D’Abitot, Batsford, Lower Oddington, Ampney St Peter, Hawling, Great RissingtonTaynton, The Reddings, Leckhampton, Ablington, Berry Hill, Lypiatt, Over, Kineton, Sudgrove, Bagpath, Frampton-on-Severn, Uley, Cheltenham, Withybridge, Stonehouse, Chaxhill, Guiting Power, Northleach, Purton near Berkeley, Eastington, Battledown, Cinderford, Luxley, Bournstream, Oakridge, Newland, Alderley, YorkleyMaisemore, Filton, Aston Subedge, Laverton, Oakley, HuntleyGanborough, Bishop’s Norton, Dursley, Winson, Woodchester, Whiteway Colony, Woodmancote near Cirencester, Sandhurst, Wyck RissingtonKemble, Stoke Orchard, Cashes Green, TwyningPainswick, Aston Cross, Brockweir, Longhope, Gotherington, Lower Cam, Sherborne, Oldcroft, Longborough, Chaceley, Hardwicke (Elmstone-Hardwicke), QueningtonRandwick, Ampney Crucis, Tewkesbury, Lower Dowdeswell, Sevenhampton, Bengrove, Ashley, Frampton Cotterell, Tresham, Bitton, EpneyWalton Cardiff, Shuthonger, Calcot, Up Hatherley, Barnsley, Bourton-on-the-Hill, Ford, SydeDaglingworth, Kempley, Drybrook, Kingscote, East Dean, Didbrook, KnightsbridgeAbbeymead, Sapperton, Deerhurst, Cheltenham, Clapton-in-the-Hill, Cowley, Bisley, Stroud, Stanton, Longney, BussageEarthcott, Baker’s Hill, Bishop’s Cleeve, Sunhill, Arlington, Bibstone, Stow-on-the-Wold, Barrington, Broadwell, Gotherington, Lower Lemington, Oxenton, Bondend, Tredington, Newnham on Severn, Hucclecote, Flaxley, Lower Wick, Hasfield, Alkington, Newington Bagpath, Anthony’s Cross, Kingswood, Compton Abdale, Arle, Priding, Newent, Bournside, Draycott, Boxwell with Leighterton, Ashton under Hill, Berkeley, Little Rissington, Oddington, Milkwall, Kempsford, Coln St. Dennis, Tetbury, Leigh, Teddington, English Bicknor, Shipton, Southrop, Long Newnton, Moreton-in-Marsh, Corse, Gorsley, Beverston, Churchend, Tewkesbury, Forest of Dean, Cold Aston, Duntisbourne Abbots, Chedworth, Upper Swell, Arlingham, Stinchcombe, Stanway, Forthampton, Harrow Hill, Hartpury, Boughspring, Southam, Gloucester, Eastcombe, DymockJoys GreenFairford, Moreton Valence, Witcombe, Parton, Poulton, Brockworth, Sheepscombe, Churchdown, Lower Apperley, Hazleton, Winchcombe, St. Briavels, InnsworthBadgeworth, Upton St Leonards, Chalford, Stone, Stroud Green, Battlescombe, Lassington, Elmbridge, Little Witcombe, Staunton, Kilcot, Hillesley, Mitcheldean, Brain’s Green, Henbury, Upper RissingtonQuedgeley, Aylburton, Gretton, Stow-on-the-Wold, King’s Stanley, Thrupp, Down Ampney, Bourton on the Water, Cold Ashton, Haresfield, Temple Guiting, Whiteshill, Stroat, Edgeworth, Bisley-with-Lypiatt, Owlpen, Hatherop, Kent’s Green, Toddington, Coln St. Aldwyns, Upper Soudley, Staverton Bridge, AylworthNailsworth, Brimpsfield, Alderton, Upper Coberley, Frampton Mansell, Piff’s Elm, Bromsberrow Heath, Bromsberrow, Brimscombe, Upper Oddington, Brand Green, Cotswold, Pope’s Hill, Baunton,Cainscross, Stroud, Oldbury on the Hill, Abenhall, Ashchurch, Elmstone Hardwicke, Barrow Wake, Naunton, Cam, Donnington, Colesborne, Cambridge, Bamfurlong, Sedbury, Ruardean, Somerford Keynes, Bencombe, Buckland, Aston Magna, Hampnet, Fretherne, Shipton Moyne, Coaley, Prior’s Norton, Coalway, Bournes Green, Awre, Coombe, Colthrope, South Cerney, Hinchwick, Boxbush, Rodborough, Clearwell, Bibury, Hawkesbury Upton, Hidcote Boyce, Bledington, Shurdington, Evenlode, Box, Boulsdon, Coln Rogers, Driffield, Salperton, NympsfieldSaintbury, Brockhampton, Slimbridge, Okle Green, Barton End, Boddington, Arlebrook, Woodmancote near Cheltenham, FyfieldLasborough, Snowshill, Upper Framilode, Barton, nr. Coleford, Aldsworth, Purton near LydneyOakle Street, Highnam, Condicote, Ellwood, Notgrove, on A417, Upper Dowdeswell, Slad, Daylesford, Longlevens, Stratfod, Leonard Stanley, Bream, Frocester, Tidenham, CutsdeanYanworth, Littledean, Bagendon, Elmore Back, Pillowell, Coberley, MinsterworthU Uckington, Amberley, Bowbridge, Adlestrop, Woodmancote near Dursley, Chipping Campden, Longford, Little Barrington, Swindon Village, Dumbleton, Allaston, Alderton Fields, Stratton, Alstone, Breadstone,

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