JAMEEL MOTORS UK – COMPLAINTS PROCEDURE

This policy outlines our process for handling customer complaints fairly, consistently and promptly in line with UK consumer protection law. We are committed to providing high-quality electric vehicles and aftersales service. If something goes wrong, we aim to resolve it swiftly and to the satisfaction of our customers.

SCOPE

This procedure applies to:

• Sales of new and used electric vehicles
• Aftersales, servicing, maintenance and repair
• Warranty and EV battery concerns
• Charging or software-related issues
• Any interaction with our staff, facilities or services

HOW TO MAKE A COMPLAINT

We encourage customers to contact us as soon as possible so we can resolve the issue promptly.

You can make a complaint by:
Contacting your selling dealer or the related dealer with whom the complaint is logged against.

Please reach out to the dealer to raise your complaint.
Phone, email, post or in person.

Please provide:

• Your full name and contact details
• Vehicle registration or VIN (if applicable)
• A clear description of the issue
• Any relevant documents, photos or evidence

OUR COMPLAINT HANDLING PROCESS

1. Acknowledgement - Within 2 working days.
Contacting your selling dealer or the related dealer with whom the complaint is logged against.

2. Investigation - Within 5-7 working days.
The relevant department manager will investigate the matter thoroughly.

3. Response - Within 10 working days.
We will send a formal response explaining our findings and proposed resolution.

4. Resolution - Dependent on issue complexity.
If you accept the outcome, we will implement the solution promptly.

5. Escalation - Further 5 working days.
If unresolved, the matter will be reviewed by a senior manager or Director.

ALTERNATIVE DISPUTE RESOLUTION (ADR)

If you're not satisfied with our final response, you may refer the matter to an independent ADR provider:
Motor Ombudsman (SMMT recognised) Website: www.themotorombudsman.org Phone: 0345 241 3008
We are committed to complying with ADR decisions and procedures.

YOUR RIGHTS

This procedure does not affect your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or any other applicable UK legislation.

STAFF RESPONSIBILITIES

• All staff must be courteous and professional when dealing with complaints.
• All complaints must be recorded and reported on internal complaints email and reviewed quarterly.
• Managers are responsible for ensuring timely follow-up and resolution.
• A quarterly root-cause-analysis drawn up with implementation evidence where applicable.

CONTINUOUS IMPROVEMENT

We use complaint data to improve our services. Lessons learned will be shared with relevant departments and reviewed during internal audits and compliance checks.

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