Complaints

What to do if you wish to make a complaint

At GenAssist we take great pride in our customer service levels. But if you feel we have fallen short of the mark you would expect from us, we have a complaints procedure in place designed to help you resolve any issues as quickly and appropriately as possible. Below is a step-by-step guide to making a complaint and what to expect at each stage.

Introduction

We always aim to provide a high standard of care in all our services. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any purchase or service experience it is important that you let us know.

Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone making purchases and/or receiving services may make a suggestion. First you should speak to the manager or their assistant. If the suggestion is something that Warranty Administration Services Ltd as a company may need to consider about GenAssist, you can also send it to:

Warranty Administration Services Ltd T/A GenAssist
Otago House, Crofton Road, Lincoln LN3 4NL
Email your suggestion to us

Making a complaint

If you feel you need to make a more formal complaint, we aim to handle complaints efficiently and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Warranty Administration Services Ltd assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain

Anyone adversely affected by the way GenAssist serves our customers can make a complaint. A representative may complain on behalf of an affected person if they:

• are deceased;
• cannot or do not feel confident to make a complaint themselves; or
• have given consent for the representative to act on their behalf.

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to endeavour to find someone from an independent organisation to act as an advocate for you.

How to make a complaint

You can complain in person, by telephone, by email, by letter, through a member of our staff, or through an advocate or representative.

• Send your complaint by email
• Call 0808 144 1770
• Write to us at our registered office: Warranty Administration Services Ltd, Otago House, Crofton Road, Lincoln LN3 4NL

Anonymous complaints

We will deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.

Responsibility

The relevant Departmental Manager has authority and responsibility for dealing with all complaints made about their department’s service. We will provide, as far as is reasonably practical, any help you need to understand the complaints procedure, or advice on where you may get that help with your complaint.

How we handle complaints

GenAssist will request the appropriate member of our management team to investigate the complaint. That person will have sufficient seniority, authority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. All complaints are handled free of charge.

We will keep you informed about the progress of the investigation. We aim to have most complaints concluded within 14 working days. When a complaint is more detailed or complex we may need longer to understand all aspects. If a longer period of time is required we will tell you why and keep you informed on progress.

When we have finished investigating, we will inform you of our decision. This will include details of the findings, any action we have taken, and our proposals to resolve your complaint.

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly; but we shall consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further steps

At any stage during the process, if you are not happy with the way our management representative is dealing with your complaint you may escalate to their General Manager or Managing Director. The complaint will then be investigated by the General Manager or Managing Director, who will liaise with you to understand all of the detail before reaching a final decision. In these instances a final response to your complaint will be made in writing and will be deemed a final outcome by Warranty Administration Services Ltd.

When we have investigated your complaint, if you are not happy with the final outcome, you may refer your complaint to an Alternative Dispute Resolution (ADR) service such as The Motor Ombudsman.