Sales Showroom

Lion Business Park

Dering Way

Gravesend

Kent

DA12 2DN

01474 358712

sales@applemg.co.uk

Opening Hours

Mon - Fri  9.00am - 5.30pm

Saturday  9.00am - 5.00pm

Sunday Closed


Service Centre

Camer Park Road

Meopham

Kent

DA13 0AL

01474 813060

service@applemg.co.uk

Opening Hours

Mon - Fri  8.30am - 5.30pm

Saturday  8.30am - 12.30pm

Sunday Closed

Parts

Lion Business Park

Dering Way

Gravesend

Kent

DA12 2DN

01474 361277

mgparts@applemg.co.uk

Opening Hours

Mon - Fri  9.00am - 5.30pm

Saturday Closed

Sunday Closed

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Apple Developments/ TA Apple MG - Complaints Handling Policy


1. Purpose and Scope Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Apple Development/TA Apple MG and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible. This policy covers:

Our standards

How to complain

How to contact us

What to do if you remain dissatisfied


2. What is a complaint? A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure. 3. Our Standards

We treat all complaints seriously, whatever format they are received in

You will be treated with courtesy at all times

We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days

We will keep you updated and let you know when we expect to be able to reply in full

Complaints received are logged and analysed for business improvement


4. How to complain Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.


5. What information is required when making a complaint? Please provide the following:

Your name, and contact details

Vehicle registration, make and model, if applicable

Nature of the complaint

Dates and times, where known

Copies of any supporting documentation, if available


6. How to contact us? Our address is: Unit 1A, Lion Business Park, Dering Way, Gravesend, Kent, DA12 2DN

Tel: 01474 358712 ; Email: lauriecolyer@applemg.co.uk


7. What to do if you remain dissatisfied?


If we cannot resolve your complaint within 8 weeks, you may be able to refer your dispute to the Financial Ombudsman Service (FOS). This service is free to use. Their consumer helpline is available on 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk Alternatively, you can write to the FOS: Financial Ombudsman Service Exchange Tower, London, E14 9SR Email: complaint.info@financial-ombudsman.org.uk 8. Data Protection All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018.


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