If you have had an unsatisfactory experience in dealing with Motorhome Depot, we are sorry to hear that and we will endeavour to put things right. We sell thousands of motorhomes a year and as much as we would like to make every customer experience perfect, we understand that mistakes can happen. As we are a franchise organisation, it is most likely that you have dealt with a franchisee. In the first instance we would request that you contact the franchisee you have dealt with by following our complaints procedure. Thank you.
How to Make a Complaint
Before we can look at your complaint, you must complain directly to the franchisee first. It is important to tell them the following;
Why do I have to complain to the franchisee first?
We can help you with complaints the franchisee has not been able to resolve. It’s only fair to give them the chance to respond to and resolve any complaints you have about them before you contact us.
We can start to help you when:
Why do I have to give the franchisee eight weeks to respond to my complaint?
It’s only fair to give them the chance to respond to and resolve any complaints you have about them before you contact us.
Many complaints processes allow eight weeks. It gives franchisees enough time to:
Can someone help me complain to the franchisee?
The franchisee is not responding to my complaint – what can I do?
We recommend you send all complaint correspondence to the franchisee by recorded delivery or set a delivery receipt if you email them. That way you know if they’ve received it.
If you have not heard from the franchisee about your complaint, please contact them again. If they consistently fail to respond to you, and it’s been more than eight weeks since you first contacted them, please get in touch with us. We will need to see evidence that you have been trying to contact them. As soon as we have that, we can help.
What evidence do I need to support my complaint?
When we look at any complaint, we need to know it is genuine and that the allegation against the franchisee is backed up by evidence.
We only need to see copies of your evidence. Please don’t send originals because we cannot send them back to you.
What if the Franchisee has ceased trading?
What we can do depends on what stage your complaint was at when the franchisee stopped trading. We’ll let you know when we have all the details available and have had the chance to review the complaint.
Alternative Dispute Resolution
If we have exhausted our internal complaints handling procedure and we inform you in writing that we cannot settle your complaint, you have the option of referring your complaint to an Alternative Dispute Resolution ("ADR") provider to deal with the same. We are not obliged to use a specific ADR provider or procedure, however, a list of certified providers can be found at https://www.tradingstandards.uk/commercial-services/adr-approved-bodies. Please note that we are not obliged to participate in ADR.