HCVA Complaints Policy
Why raise a complaint?
Letting us know when and why you are not happy with one of the HCVA members gives us the opportunity to put matters right for you in a transparent way and improve our service for everybody.
All trade members of the Historic & Classic Vehicles Alliance (HCVA) sign up to the HCVA Code of Conduct when joining and are required to always adhere to this code. We want everyone who has contact with an HCVA Trade Member to have the best possible experience. We welcome your feedback about the way they carry out their work.
How to raise a complaint
If you have a concern regarding the service you have received from a HCVA member please contact us as below.
What we do
We will register to your complaint and act to establish all relevant details regarding the issue. We will endeavour to respond to your complaint within 14 working days. If we need more time to complete our investigations, we will keep you updated with our progress.
What we’re unable to do
Membership of the HCVA or use of our logo does not mean we endorse, audit or regulate the work of our members and we are not an ombudsman service. However, we at the HCVA understand that sometimes things go wrong and will do all we can to work with our members and their clients to resolve issues. If we deem it applicable we will signpost you to the correct advice, or if possible the relevant authority, to help you resolve the matter.
How to get in contact
Whichever way you choose, in order to help us resolve your complaint, we’ll need to know the following things:
Your name
Your email / membership number (if an HCVA member) so we can record your concerns
Details of the HCVA member your concern is with (if applicable)
A description of your concern
What you’d like us to do to put things right
A daytime phone number and the best time to contact you
Online
Complete the online form or you can email us at complaints@hcva.co.uk
Should we need to discuss any confidential information with you, we may call you.
Letter
Alternatively, you may choose to write things down in a letter, but please remember to factor the postal service into our response time. Due to the team working remotely the resolution time for complaints submitted by post is increased from 14 working days to 20 working days.
You can write to us at
The HCVA Ltd, Bicester Heritage, Buckingham Road, Bicester, Oxfordshire, OX27 8AL.
If you’re still not happy
If for any reason you're not happy with our response, please let the person or team that handled your complaint know.
We then have the opportunity to see if there is anything further we can do. Once we're satisfied we've considered all aspects of your complaint, we will send you our final response.