Purpose

This document sets out the policy for the handling and resolution of customer complaints.

Our Ethos

• We want you to be confident that the fair treatment of our customers is central to our corporate culture whenever you deal with us.
• Any advice that Movex provide will be suitable and take into account of individual circumstances.
• We will make every effort to ensure customer requirements are met and service levels are of an acceptable standard.
• You will not face unreasonable barriers to making a complaint or claim.

Listening to our customers

Your views are important to us. We are committed to providing you with a first-class service and as far as possible effectively resolving any issues you may have.

Even with the best of intentions we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service please let us know as soon as possible.

We will investigate and where necessary, set about putting things right as quickly as possible. We will also take steps to avoid similar problems happening in the future.

Our Process

Step 1. Contact us, we are here to help.

Please call the office on 0208 551 1060 or email UK.movex-admin@coxautoinc.com

We have a dedicated help desk who will try to resolve your complaint.

Our response process – we will:

• Provide an email or verbal acknowledgement of your complaint within 24 (working) hours.
• We will own and respond to your complaint with an aim to resolve within 24 (working) hours.
• In the event that we are unable to resolve your complaint within this timescale this will then move to Step 2.

Step 2. If you are not satisfied with the response to your complaint

We always aim to resolve your concerns in the first instance. If you consider that our response to your complaint does not fully address your issues, please let us know and your complaint will be raised to the Operations Manager or Broker Manager who will conduct a full investigation.

• We will provide an email or verbal acknowledgement of your complaint within 48 hours and provide details of who will be dealing with your complaint and how to contact them.
• We will advise how long we think it will take us to investigate your complaint and aim to resolve this within 5 working days of the complaint being raised.
• In the event that we are unable to resolve your complaint within this timescale, we will inform you, prior to the expiry of this 5-day period, why we are unable to resolve it at this time, what will happen next and when we expect to be able to write to you with a final response.

However, if you find you are still not completely satisfied with our final response then you can contact an independent body.