There is also a complaints procedure. If this produces no results then the Local Trading Standards Officer of the Local Authority can be contacted. Alternatively the help of a local Citizens' Advice Bureau or Consumer Advice Centre can be sought to write a letter. If this does not produce any results then the VBRA have a conciliation service where a complaint can be referred to an independent examiner appointed by the Institute of Automotive Engineer Assessors. The examiner will decide whether a settlement is appropriate.
Arbitration is available as a last resort when a decision can be made but on a documents only basis.
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