Complaints & Feedback Policy

1. Policy Statement

RK Motors is committed to delivering a professional, fair and customer‑focused service at all times. We recognise that, despite our best efforts, concerns or complaints may occasionally arise. This policy sets out our approach to handling complaints and customer feedback in a transparent, consistent and timely manner.

Our aim is to resolve issues quickly, learn from feedback, and continuously improve the quality of our MOT testing and vehicle repair services.

2. Scope

This policy applies to:

• All MOT testing services
• Certificate of Compliance (CoC) inspections
• Vehicle repairs and maintenance
• Customer interactions on site, by phone, email or online
• All staff, contractors and representatives of RK Motors

3. Customer Rights

Customers have the right to:

• Be treated with courtesy, respect and professionalism
• Raise concerns without fear of discrimination or negative treatment
• Receive a clear explanation of findings, decisions or outcomes
• Have complaints investigated fairly and promptly
• Access independent escalation routes where appropriate

4. How Customers Can Provide Feedback or Make a Complaint

Customers may provide feedback or raise a complaint through any of the following channels:

• In person at reception
• By telephone
• By email
• In writing to the company director
• Through Trust My Garage (TMG) feedback channels
• Through the DVSA, where MOT‑related concerns apply

Clear signage in reception informs customers of these options.

5. Complaints Handling Procedure

RK Motors follows a structured, step‑by‑step process to ensure fairness and consistency.

Step 1 – Acknowledgement

• All complaints are acknowledged promptly, usually within one working day.
• Staff will listen carefully, remain professional and gather relevant details.

Step 2 – Logging the Complaint

• The complaint is recorded in the Complaints Log, including:
  • Customer details
  • Nature of the complaint
  • Staff involved
  • Date and time
  • Initial actions taken

Step 3 – Investigation

• A senior staff member or director reviews the complaint.
• Vehicle records, MOT results, CCTV footage (if relevant), and staff statements may be examined.
• Investigations are normally completed within five working days.

Step 4 – Resolution

We aim to resolve complaints quickly and fairly. Outcomes may include:

• Explanation of findings
• Rectification of work where appropriate
• Re‑inspection of the vehicle
• Refund or goodwill gesture (where justified)
• Written response summarising the investigation

Customers are invited to discuss the outcome and ask questions.

Step 5 – Escalation Options

If a customer remains dissatisfied, they may escalate the matter to:

a) Trust My Garage (TMG)

Independent arbitration and dispute resolution.

b) DVSA (Driver and Vehicle Standards Agency)

For MOT‑related concerns, including:

• Test quality
• Incorrect failure or pass
• Testing procedure issues

c) Trading Standards

Where consumer rights or commercial practices are in question.

Step 6 – Closure and Learning

• The complaint is formally closed once the customer has been informed of the outcome.
• Lessons learned are reviewed in management meetings.
• Staff receive feedback and additional training where required.

6. Customer Feedback Process

RK Motors actively encourages feedback to improve service quality.

Feedback Collection Methods

• Follow‑up calls to a proportion of customers
• On‑site feedback forms
• Online reviews and TMG feedback
• Verbal comments recorded by staff

Use of Feedback

• Trends are analysed monthly
• Improvements are implemented where needed
• Positive feedback is shared with staff to reinforce good practice

7. Staff Responsibilities

All staff must:

• Treat customers with respect and professionalism
• Follow this policy consistently
• Report complaints immediately to management
• Maintain confidentiality and comply with GDPR
• Support investigations by providing accurate information

Directors are responsible for ensuring:

• Complaints are investigated fairly
• Records are maintained securely
• Improvements are implemented
• Staff receive appropriate training

8. Record Keeping

RK Motors maintains a secure Complaints & Feedback Log including:

• Complaint details
• Investigation notes
• Evidence reviewed
• Outcome and actions taken
• Date of closure

Records are retained for a minimum of three years in line with regulatory expectations.

9. Policy Review

This policy is reviewed annually or sooner if:

• Regulations change
• DVSA guidance is updated
• Feedback indicates improvements are needed

The Director is responsible for ensuring the policy remains current and effective.

10. Commitment to Continuous Improvement

RK Motors is committed to learning from complaints and feedback to enhance:

• Customer service
• MOT testing quality
• Vehicle repair standards
• Staff training and development
• Overall customer experience

We view complaints not as failures, but as opportunities to improve.

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