Elite Incident
Management - Complaints Procedure for clients
It
is our intention to provide you with a first-class service in respect of every
aspect of the service provided by Elite Incident Management. However, if you
are dissatisfied with the service provided by Elite, our approved repairers or
other suppliers, please contact Elite immediately at:
Telephone: 01273 868999
Email: customerliaison@eliteim.co.uk
Alternatively
if you wish to complain in writing, please address your complaint to:
Customer Liaison Department
Elite Incident Management
Prestamex House
171-173 Preston Road
Brighton
East Sussex
BN1 6QZ
Please quote your claim number and your vehicle registration number and give full
details of your complaint.
What happens
next?
- Details
of your complaint will be logged and you will be contacted by telephone
within 24 hours, or in writing within 48 hours.
- In
the event that your complaint arises from dissatisfaction with the quality
of repairs carried out by an Elite approved repairer/supplier, the
repairer/supplier will be entitled to one opportunity to rectify the
repair issues.
Thereafter, any remaining repair
quality issues may be dealt with by an alternative bodyshop of the vehicle
owner's choice, under the supervision and management of the Elite Customer
Liaison department.
- Throughout
the investigation process, the Elite Customer Liaison team will endeavour
to minimise any investigation & rectification costs using independent
advisors where applicable.
- In
the event that either Elite, an Elite approved bodyshop or an Elite
supplier are found to be at fault, costs incurred directly as a result of
the complaint will be recharged accordingly. If the complaint is found to
be unjustified following full investigation, costs will be recharged to
the client. Prior notification of liability for costs will be given
in all cases.
- The
Elite Customer Liaison department will liaise with all interested parties
throughout the investigation process and will ensure that you are
regularly updated with progress until the complaint is resolved.
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