Complaint Policy

Customer Complaint Policy

Company Name: DAT 2000 Ltd (trading as Elite Autocare)

Effective Date: 24th October 2025

Review Date: 24th October 2026

1. Purpose

DAT 2000 Ltd (Elite Autocare) is committed to delivering high-quality automotive services and customer care. We value all feedback and take complaints seriously to ensure that any concerns are handled promptly, fairly, and consistently.

2. Scope

This policy applies to all customers of Elite Autocare, including retail and trade clients, and covers complaints relating to vehicle repairs, servicing, MOT work, customer service, pricing, invoicing, warranty matters, or any other aspect of our business where a customer feels dissatisfied.

3. Our Commitment

We will:

• Treat all complaints seriously and with respect.
• Investigate complaints promptly and impartially.
• Keep customers informed throughout the process.
• Strive to resolve issues at the earliest possible stage.
• Use feedback to improve our services and processes.

4. How to Make a Complaint

Customers can make a complaint in any of the following ways:

• In person: Speak to the Service Manager at your local Elite Autocare branch.
• By phone: 01708 525577
• By email: info@elitedirect.com
• In writing: DAT 2000 Ltd, 136–138 New Road, Unit A3–A5, Rainham, Essex, RM13 8DE

Please provide as much detail as possible, including your name, contact details, vehicle registration, date and details of the service or incident, and a clear description of your concern.

5. Complaint Handling Process

1. Acknowledgement: We will acknowledge your complaint within 2 working days of receipt.
2. Investigation: A manager or senior team member will review your complaint, examine any relevant records, and may contact you for further information.
3. Response: We aim to provide a full written response within 10 working days. If more time is required, we will explain why and give an updated timeframe.
4. Resolution: If the complaint is upheld, we will offer a fair remedy — such as rework, refund, apology, or another suitable resolution.

6. Escalation

If you remain dissatisfied after our final response, you may escalate your complaint to:

The Motor Ombudsman (for automotive service complaints)

Website: www.themotorombudsman.org

Tel: 0345 241 3008

DAT 2000 Ltd is committed to cooperating fully with any external dispute resolution process.

7. Monitoring and Review

All complaints are logged and reviewed quarterly by management to identify trends and opportunities for improvement. This policy is reviewed annually or whenever legislation or business practices change.