Terms & Conditions
Complaints and Personal Data
If you contact us to make a complaint about a member of the Approved Garage Scheme then we will need your name, telephone number and email address so we can make initial contact with you and then keep you updated. We will also need you to provide us with name of the member concerned and details of your complaint which may include details about other persons for instance a partner, or some third party e.g. a mechanic.
This information will be recorded on our complaints database and we will provide you with a reference number.
We will initially contact you to acknowledge your complaint, check the details you have provided and ask your permission to raise the matter with the member in question. NOTE : It is not usually possible to investigate a complaint where you wish to remain anonymous.
We will only use your personal data to enable us to investigate your complaint and communicate with you. This may include contacting you after the matter has been closed to ask for feedback on your experience.
We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for six years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.