Customer Complaints Procedure

The Customer Complaints Procedure of Wise Auto Ltd is committed to the provision of products and services of the highest standard. However, it is understood that occasional complications can arise. In the event of a concern or dissatisfaction, efforts will be made to assist in resolving the situation in a manner that is fair and transparent. 

Competent, diligent, and impartial investigation of all complaints will be undertaken by Quality Auto Select Ltd, obtaining additional information as required. Each complaint will be fairly, consistently, and promptly evaluated, taking into consideration all pertinent factors to ensure an equitable outcome for the customer. 

Step 1

Discussion with the Service Manager. If a concern arises regarding either the vehicle or the received service, it is advised to first communicate this with the Service Manager. The Service Manager is best suited to address such concerns. 

Step 2

Contacting Quality Auto Select Ltd. If dissatisfaction persists despite the initial response, communication can be made through the preferred contact method from the list provided below. 

Contact Information:

Wise Auto Ltd

Telephone: 01708 553354

Email: [email protected]

Operating Hours: 9am - 6pm Monday to Saturday, 10am - 4pm on Sunday 

Charges for calls are as per the local rate, plus the applicable phone company access charge. 

Required Information:

To facilitate the investigation and resolution of complaints, the following information should be provided:

  • Your name and address 
  • Contact details 
  • A concise description of the complaint 
  • Specifics of the desired resolution 
  • If applicable, copies of relevant supporting documents 

Our Commitment to You:

Thorough investigation of the complaint will be carried out, culminating in a fair response that incorporates all available information. Efforts will be directed towards prompt resolution, if feasible. In cases where immediate resolution isn't possible, the following steps will be taken: 

  • Within 5 working days, an acknowledgment of the complaint will be issued in writing. This will include details of the responsible individual and their contact information. 
  • Progress updates regarding the complaint will be provided. 
  • Within 8 weeks of receiving the complaint, one of the following actions will be taken: 
  • A final response, including the rationale behind it, will be communicated in writing, or 
  • An explanation will be provided if a final response is not yet attainable, along with an estimate of when it will be provided. 
  • It's important to note that while the desired answer might not always be forthcoming, clear explanations for decisions will always be provided.