Habisafe Ltd – Complaints Procedure

At Habisafe Ltd, we are committed to providing high-quality services to all our customers. However, if you are unhappy with any aspect of the service you have received, please let us know as soon as possible. We take complaints seriously and view them as an opportunity to improve our services.

1. How to Make a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

Email: complaints@habisafe.co.uk

Post:

Habisafe Ltd

40 Broom Park

Plymouth

PL9 9QH

Please provide:

Your full name and contact details

A clear description of the complaint

Any relevant supporting documents or photographs

What you would like us to do to resolve the issue

2. What Happens Next?

We will acknowledge your complaint in writing within 5 working days of receipt.

A thorough investigation will be carried out by a manager or relevant senior member of the team.

You will receive a formal response to your complaint within 14 working days. If we need more time to investigate, we will inform you of the delay and provide an estimated response date.

3. If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may request a further review. We will escalate your complaint to a senior director who was not involved in the original investigation. A final decision will be issued within 10 working days of escalation.

4. Alternative Dispute Resolution

If you remain dissatisfied after our final response, you may consider contacting an alternative dispute resolution (ADR) body. For the motorhome and caravan service industry, we recommend:

Approved Workshop AWS

Website: AWS Informal Dispute Resolution Service (AWSIDRS)

We will cooperate fully with any mediation or adjudication process.

Habisafe Ltd is committed to resolving complaints fairly, transparently, and promptly in accordance with the Consumer Rights Act 2015 and other relevant UK legislation.