Complaints
Policy

Our Commitment

QUALITY AUTO SERVICES LTD aims to provide clear product information, orderly order handling and helpful customer communication. We recognise that concerns can arise and welcome the opportunity to understand what has happened.

When handling a complaint, we aim to:

• Listen to the concern and consider the information provided.
• Review relevant order details, communications and product information.
• Communicate in a clear, courteous and professional manner.
• Explain our findings and any available next steps.
• Identify reasonable improvements where a process needs attention.

We will consider each complaint on its own facts. The outcome will depend on the circumstances, the available evidence, the relevant terms and applicable law.

What You Can Complain About

You may contact us about matters including:

• A product that appears faulty, damaged, incomplete or different from its description.
• Questions about a product listing, part reference or stated compatibility information.
• An order that appears delayed, missing or incorrectly supplied.
• Concerns about an order, payment record or refund handling.
• Communication or customer service relating to a purchase.
• A concern about how we have applied a published website policy.

If your message is a general question rather than a complaint, we will still aim to direct it to the appropriate team or explain what information is needed.

How to Make a Complaint

The simplest way to raise a complaint is to email us. You can also telephone us or use the website contact page. Written complaints help us keep an accurate record of the issue and any agreed next steps.

If you are unable to submit a written complaint, please telephone +44 7715 129991. We will explain how you can provide the relevant information.

Information to Include

To help us assess your complaint efficiently, please provide as much of the following as relevant:

• Your name and a suitable contact method.
• Your order number and purchase date, if applicable.
• The product name, part number or listing reference.
• A clear description of what happened and why you are dissatisfied.
• Relevant photographs of damage, packaging, labels or the item supplied.
• Copies of relevant order confirmations or previous correspondence.
• The outcome you are seeking, if you have a particular resolution in mind.

Please do not email full payment-card details, passwords or other unnecessary sensitive information. If we need additional details, we will explain what is relevant to the review.

Acknowledgement & Review Process

We aim to handle complaints through the following stages:

Stage 1 — Acknowledgement

We will aim to acknowledge a written complaint within 3 working days of receipt. Where possible, the acknowledgement will confirm that the matter has been received and whether further information is needed.

Stage 2 — Initial assessment

We will review the complaint, identify the relevant order or product details and determine whether enquiries are needed with a carrier, supplier or another party.

Stage 3 — Further information

If key details are missing, we may contact you to request clarification, photographs or other information reasonably needed to assess the concern. Delays in receiving necessary information may affect the time required to complete the review.

Stage 4 — Response and outcome

Once we have reviewed the available information, we will explain our findings and any proposed action. If further enquiries are necessary, we will provide an update where reasonably practicable.

Response Times

We aim to provide an initial substantive response within 10 working days after receiving the complaint and the information reasonably needed to review it.

Some matters may take longer, particularly where a product needs inspection, carrier enquiries are outstanding, a supplier’s technical information is required, or the circumstances are complex. If we cannot provide a full response within the target period, we aim to tell you why and when we expect to update you.

Where a legal remedy has a specific time limit, we will handle the matter in accordance with the applicable legal requirements.

Possible Outcomes

The action available will depend on the complaint and the applicable terms and law. Depending on the circumstances, a resolution may include:

• An explanation or clarification of product or order information.
• Correction of an administrative or order-processing error.
• Further enquiries into a delivery or tracking issue.
• Instructions for a return or assessment of a reported product problem.
• A repair, replacement, refund, price reduction or other remedy where appropriate and legally required or agreed.
• An explanation of why the available information does not support the requested outcome.

We will explain the basis for our decision. Where we cannot agree to the requested outcome, we will aim to clarify the reasons and explain any available further steps.

Any proposed settlement or remedy will not remove statutory rights that cannot lawfully be waived or restricted.

Product, Return & Delivery Issues

Faulty, damaged or incorrect products

Please contact us promptly if a product appears faulty, damaged, incomplete or different from what you ordered. Include photographs where helpful and retain the packaging until we have advised whether it may be needed for an assessment or carrier enquiry.

We will assess the information and explain the next steps. Your rights under applicable consumer law remain unaffected, including any right to reject goods, obtain a repair or replacement, or receive another statutory remedy where the relevant conditions are met.

Compatibility concerns

Vehicle parts may depend on the vehicle’s exact model, production year, specification, part reference and modifications. Please provide the relevant vehicle and product details. We will review the information available, without limiting any rights you may have where a product is not as described or otherwise fails to meet legal requirements.

Missing or delayed delivery

If an order has not arrived within the stated delivery estimate, contact us with your order number. We will review the available tracking information and make reasonable enquiries where appropriate.

Refund and cancellation concerns

If your complaint concerns a cancellation or refund, please provide the date you requested cancellation or returned the item, together with any relevant confirmation or tracking details. We will review the status and explain any action required.

See our Returns & Refunds Policy and Shipping & Delivery Policy for the relevant procedures.

Escalating a Complaint

If you are dissatisfied with our response, please reply to the existing email or contact us again with the original complaint reference or order number. Explain which part of the response you disagree with and include any additional information you would like us to consider.

Where reasonably practicable, the matter will be reviewed again with reference to the information available and the reasons for the original decision. We will then explain whether the outcome changes or remains the same.

You are not required to complete our internal complaints process before exercising a statutory right or seeking independent advice. Depending on the issue, you may wish to consult Citizens Advice or another appropriate consumer advice service.

Information about consumer rights is available from Citizens Advice and GOV.UK consumer protection guidance.

Fair & Respectful Treatment

We aim to treat customers fairly and respectfully throughout the complaints process. We ask customers to communicate with our team in a similarly respectful manner so that concerns can be considered constructively.

We may use written communication where it helps maintain an accurate record or where repeated calls make progress difficult. This will not prevent us from considering the substance of a genuine complaint or fulfilling our legal obligations.

We will not treat a complaint as automatically invalid merely because a customer is dissatisfied, disagrees with a decision or asks for an explanation.

Privacy & Complaint Records

We use the information provided in a complaint to investigate the issue, communicate with you, administer any remedy and meet relevant legal or record-keeping obligations.

We limit access to complaint information to those who reasonably need it for these purposes. Information may be shared with a carrier, supplier, payment provider, professional adviser or relevant authority where necessary and lawful to handle the matter or comply with legal duties.

We retain complaint records only for as long as reasonably necessary for the purposes described in our policies and applicable legal requirements. Further details are available in our Privacy Policy.

Contact Details

Please contact QUALITY AUTO SERVICES LTD if you wish to raise a complaint or ask about the progress of an existing matter.