Complaints Procedure
What to do if you're not satisfied with our service
We always aim to get things right first time, however, if you have a complaint, we really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve our service. We want to deal with your concerns as quickly as possible, so we've set up a two-step procedure to resolve your complaints.
Step 1: Let your usual point of contact know
We need to know the nature of your complaint and how you think the problem should be resolved. You can do this by contacting initially our Workshop Manager and quoting the respective invoice number - contact us by telephone (01603 62 66 68) post, fax (01603 625155) or email (chris@st-racing.com).
We will try and resolve any complaint by the end of the next business day. If we are not able to do this, we will write to you (or email) within five working days to either:
- tell you what we have done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will also let you know how to contact the person dealing with your complaint.
If our investigations take longer, we will either provide a full response within two weeks, or give you an explanation of STR's position, with timescales for a full response.
If at any stage you are still not happy for any reason, then this is what you need to do next:
Step 2: Follow up by contacting our Centre Manager
Please email: reception@str.gb.com, again quoting the respective invoice and detailing your complaint. Please remember to include a contact telephone number also.
We will try and resolve any complaint by the end of the next business day. if we are not able to do this we will write to you within five working days (or email) to either:
- tell you what we have done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will also let you know how to contact the person dealing with your complaint.
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