Complaints Policy

 

 Go Off-Road LTD – Complaints Policy

Company Details:

Go Off-Road LTD
Unit 16, Bizspace (Headway) Business Park,Thornes Mill, Wakefield
WF2 7AZ
Phone: 0330 311 0854

Solving Any Issue

Go Off-Road LTD is committed to providing a quality service for its customers and partners. We work in an open and accountable way to maintain trust. On rare occasions, things may go wrong. We aim to improve by listening and responding quickly to complaints. If you need to raise a concern, please follow the procedure below. We will do our best to resolve any issues.

Our Procedures:

Informal Complaints

We recognise that many concerns can be resolved informally. In these situations we aim to resolve issues quickly, keep matters low-key where appropriate, and enable mediation between the parties involved. If concerns cannot be resolved informally, the formal complaints procedure should be followed.

Formal Complaints

A complaint is defined as any expression of dissatisfaction with Go Off-Road LTD, a member of staff, or a business partner that requires a formal response. The formal procedure ensures complaints are handled fairly, consistently, and resolved where possible.

Our Responsibilities

- Acknowledge the complaint in writing
 - Respond within a stated timeframe
 - Deal with the complaint reasonably and sensitively
 - Take appropriate action where necessary

Complainant Responsibilities

- Submit the complaint in writing within 8 weeks where possible
 - Raise concerns promptly
 - Provide clear details of the issue
 - Allow reasonable time for investigation
 - Understand some matters may be outside our control
 - Maintain confidentiality where possible

Stage 1: Formal Complaint

If the issue cannot be resolved informally, please contact us directly. Provide full details of your complaint, the impact, and the resolution you are seeking. We will acknowledge within 72 hours and aim to respond within 21 working days.

Contact Us

By post: Go Off-Road LTD, Unit 16, Bizspace (Headway) Business Park, Thornes Mill, Wakefield, WF2 7AZ
 By phone: 0330 311 0854
 By email: [Insert Email]

Stage 2: Alternative Dispute Resolution (ADR)

If you are not satisfied with our response, you may refer your complaint to HIES.

HIES Contact Details:
 Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, PR25 3GR
 Phone: 0344 324 5242
 Email: info@hiesscheme.org.uk

Stage 3: Financial Ombudsman Service

If applicable, you may escalate your complaint to the Financial Ombudsman Service after 8 weeks or upon receiving a final response.

Financial Ombudsman Service:
 Exchange Tower, London, E14 9SR
 Phone: 0800 023 4567 / 0300 123 9123
 Email: complaint.info@financial-ombudsman.org.uk
 Website: www.financial-ombudsman.org.uk