Complaints Procedure

Heart of England Motorhomes Ltd.
Watling Street (A5)


Complaints Handling Policy

We are committed to providing a high quality level of service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman.


What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2.  We will then investigate your complaint. This will normally involve passing your complaint to our Managing director, Mr Rowlands, who will review your complaint and speak to the member of staff who you dealt with.
  3. Mr Rowlands will then invite you to a meeting to discuss and hope fully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Mr Rowlands will write to you to confirm what took place and any solutions he has agreed with you.
  5.  If you do not want a meeting or it is not possible, Mr Rowlands will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6.  At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mrs Rowlands (Director) to review the original decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Financial Ombudsman, the address is listed below.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Normally, you will need to bring a complaint to the Financial Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Financial Ombudsman on

0300 123 9 123
or at
Heart of England Motorhomes Ltd.