Complaints Procedure

Please see the following process:

Cocoon Vehicles pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairly and to exceed your expectations at every level. Should the occasion arise where you feel unhappy with the service you receive from us we would like to know. We aim to resolve any complaint quickly and to your satisfaction. This procedure explains how we will deal with your complaint.

What is a complaint?

Any formal or informal complaint can be made if you are unhappy with the following:

How to make a complaint

Stage 1

Most complaints can be resolved as soon as possible. Many difficulties can be resolved very quickly at an early stage by speaking to your account manager on 01332 290173 or via email. You can also use the ENQUIRY FORM on this page.

Stage 2

In the unlikely event that your initial complaint is not resolved by your Account Manager you should contact the relevant Team Leader as specified in the contact section below.

Stage 3

If you feel the problem is still not resolved to your satisfaction, please document your complaint within a word document or a PDF and send it with a covering letter/email addressed to the Director; Rhys Adams and use the contact information as specified below.

To help us assess your complaint, please provide the following information:

Please keep all copies of the information submitted for your records.

What happens next?

You should expect an acknowledgement of your complaint within 5 working days of submitting an official complaint. With a full written response within 28 days.

If this is not possible, we will keep you informed in writing of the progress being made towards consideration of your complaint.

Our aim is to resolve all complaints within 15 days of your initial contact.

Unsatisfied?

If you remain unsatisifed with a decision taken in respect of a complaint or appeal, you may raise a complaint with the BVRLA.

The BVRLA run a Trading Standards Instirute-approved alternative dispute resolution (ADR) service, should you be unhappy with our response.

Our membership number is 2110 and you can access their complaints form using the following link: BVRLA Raise a Complaint

Consumer Credit Customers

Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.

Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to you.

Complaints Procedure