Complaints Procedure

Complaints Procedure

The process we follow is as follows;

Cocoon Vehicles Limited 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 informal or formal complaint can be made if you are unhappy with the following:-

  • The delivery and quality of services received pre and post-delivery of a vehicle
  • The delivery of a vehicle
  • Any other matters relating to Cocoon Vehicles Limited

How to make a complaint

Stage 1

We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with your Account Manager on 01332 290173

Stage 2

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

Stage 3

If you feel the problem is still not resolved to your satisfaction, please complete our formal Complaints Form and forward it with a covering letter/email addressed to The Customer Service Manager as specified in the contact section below. To help us assess your complaint please provide the following information:

  • Your name and contact details
  • Details of your complaint
  • An explanation of the steps you have already taken to try to resolve the complaint
  • What would you like us to do to make it right

You should keep copies of all information submitted for your records.

What happens next?

You should expect an acknowledgement of your complaint within 5 working days of submitting a completed formal Complaints Form and 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 the consideration of your complaint.

We aim to resolve all complaints within 15 working days of your initial contact.

If you remain unsatisfied with a decision taken in respect of a complaint or appeal you may contact the BVRLA directly at www.bvrla.co.uk

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.

Contacting Cocoon Vehicles

Complaints in writing: Cocoon Vehicles Ltd, Cocoon House, Haydock Park Road, Derby, DE24 8HT
Telephone: 01332 290173
Email. enquiries@cocoonvehicles.co.uk – SUBJECT; Complaints

What our customers are saying

We have been clients of Cocoon for just over 2 years.. we discovered them online at a time in our lives when historical credit problems were still stopping us from moving on with our lives.. we desperately needed to change our car, we had a good level of income, but because our credit file at the time was less than perfect, we were hitting brick walls at every corner…

After speaking to Paul ( one of the Directors) we were assured that they could help.. and boy did they…..

Within 2 weeks of our initial chat we were driving a brand spanking new Audi A3…. the monthly price (although slightly higher than mainstream lenders) was affordable to us and it literally changed things for us – someone had taken a chance on us – just what we needed……

We then went on to have 2 more cars from them.. a VW Golf and An Audi Q3 – both brand new… by keeping up the payments and being reliable clients, we managed to rebuild our credit ratings

Now after just over 2 years and 3 cars later Paul has managed to secure us mainstream finance directly with Mercedes and we have just taken delivery of a Mercedes GLC over a 3 year deal – at mainstream lender prices too….

We cannot fault Cocoon and all the staff there for their impeccable service along with their belief and trust in us…. it came at a time when almost nobody would even look at us, let alone take a chance with us…. If you are having credit problems and need a car, there is nobody that we would recommend more than Cocoon….

Paul and Donna Gardner

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