Step 1: Contact Us

If you are dissatisfied with any aspect of our service or product, we encourage you to contact us as soon as possible. You can reach us through the following methods:

• Phone: Call and speak to Chris Ball on 01603 307500

• Email: Send your complaint to chris@cjball.com

• In Person: Visit our dealership at C J Ball, Woodlands, Salhouse Road, Norwich, NR7 9AB and speak to a member of our staff.

Please provide as much detail as possible regarding the nature of your complaint, including:

• Your name and contact details

• Date and details of the transaction (e.g., vehicle purchase, service, etc.)

• A clear description of the issue or concern

• Any relevant documentation or evidence (e.g., receipts, photos)

Step 2: Acknowledgement of Your Complaint

Once we have received your complaint, we will acknowledge it within 48 hours. If your issue requires further investigation, we will inform you of the process and provide a timescale for resolution.
 

Step 3: Investigation and Resolution

Our team will thoroughly investigate your complaint and, where appropriate, discuss the issue with you directly. We aim to resolve complaints as quickly as possible, typically within 7-10 working days. However, more complex matters may take longer, and we will keep you updated on the progress.

During the investigation process, we will:

• Assess the nature of the complaint

• Review relevant documentation or evidence

• Investigate the matter with the involved departments (sales, service, parts, etc.)

• Work to identify a fair and reasonable solution

Step 4: Resolution and Response

Once a resolution has been reached, we will contact you to explain the outcome. If a solution has been agreed upon, we will implement it as quickly as possible. Depending on the nature of the complaint, this may involve:

• A repair, replacement, or refund

• A service adjustment or other remedy

• Offering compensation if appropriate

If you are satisfied with the resolution, we will close the complaint.

Step 5: If You Are Not Satisfied

If, after following the above steps, you feel that the issue has not been resolved to your satisfaction, you may:

• Escalate your complaint to an external mediation or arbitration service (details will be provided upon request)

We value your feedback and aim to continuously improve our service. If you have any suggestions or comments about the complaints procedure, please let us know.