Complaints
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: 0845 330 3179
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.