Aquila Complaints Procedure
How to Raise a Concern
At Aquila, we aim to provide a high standard of service at all times. In the unlikely event that any of our customers find themselves unhappy with the level of service received or the manner in which they were treated, the following information will guide you through our formal Complaints Procedure.
Usually, a phone call to the staff member or relevant department dealing with you in the first instance, will allow us to resolve your issues quickly and efficiently.
If, however, you are not totally satisfied with the outcome you can address your concerns in the following manner.
Making a Complaint
Please contact the relevant depot or department by email or in writing, providing as much detail as possible, including:
What went wrong
Date and time of the issue
Who you were dealing with (if known)
Any relevant vehicle or invoice details
What outcome you would like
This will help us investigate and resolve your concern as quickly as possible.
What Happens Next
Once we receive your complaint, we will:
Acknowledge it as soon as possible
Assign a member of the team to review it
Carry out a fair and thorough investigation
Keep you informed of progress where needed
Provide a clear response with our findings
Put things right where we can
We aim to resolve most complaints within 5 working days, although more complex issues may take longer. If that’s the case, we will keep you updated.
If You’re Not Satisfied
If you feel your complaint hasn’t been resolved, you can ask for it to be reviewed by a senior manager who has not been involved in the original investigation.
To raise a concern, please contact senior management on;
· email: complaints@aquilatrucks.com
· Phone: 0121 520 1234
Further Support
If we are unable to reach a resolution, you may wish to seek independent advice or refer your complaint to a relevant industry body such as:
The Motor Ombudsman
Website: www.themotorombudsman.org
Telephone: 0345 241 3008
Our Commitment
We take all feedback seriously. Every complaint is an opportunity for us to improve our service and ensure we continue to support our customers in the best possible way.