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Complaints and Concerns

Complaints Handling Procedure

It is our aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers. We take all complaints seriously.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by any of the methods listed under ‘Contact Us’:

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

 

  • Your full name and contact information
  • Full details of your complaint
  • Your agreement details
  • Your vehicle details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork.

    • What we will do if we receive a general complaint from you

    We will try to resolve your complaint immediately; however, sometimes, this may not be possible and it is sometimes necessary for us to look into the matters you have raised in more detail. Whether you have contacted the group business, dealership or department that you have been dealing with direct, or whether you have contacted our central Customer Services team, in most cases the relevant business, dealership or department will remain responsible for attempting to resolve your concern.

    We will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken. You may raise or discuss your concern with our central Customer Services team at any stage.

    After the process above, if we are unable to resolve your general complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.

    More questions?

    If you have any questions in relation to our Complaints Handling Procedure, please contact us by any of the methods listed under ‘Contact Us’.

    Contact Details

    For any queries regarding our service, please contact us using ‘Contact Us’.

    Our company details are:

    AceParts, CarBulbsDirect, PowerBulbs, WiperBlades and WSW WindscreenWipers

    All Car Parts Limited

    Registered office: Vertu House, Fifth Avenue Business Park, Team Valley, Gateshead, NE11 0XA

    Registered in England. Company registration number: 7932358

    VAT no: 902737238

    Customer Satisfaction

    If you are not completely satisfied with the quality of service or any product that you purchase from our company, please contact our Customer Service Team us using ‘Contact Us’.

    Reviews and Testimonials

    We encourage our customers to submit product reviews and testimonials. However, there may be occasions where we do not publish all product reviews and testimonials. For example, we may not publish a review or testimonial if it contains inaccurate or irrelevant information, or if it contains inappropriate or offensive language.

    We reserve the right to choose not to publish any review or testimonial submitted.