0114 232 9800 NEW JCB USED JCB JCB PARTS JCB ATTACHMENTS JCB SERVICING NEWS ABOUT CONTACT JCB OFFERS Complaints and Alternative Dispute Resolution Home About Complaints and Alternative Dispute Resolution Making a Complaint To make a complaint please write to us at T C Harrison JCB, 8 Brookdale Court, Chapeltown, Sheffield, S35 2PT or telephone us on 0114 232 9800. If you are a consumer and you are not happy with a product or service bought online, you can submit a complaint by clicking on this link. What to do if you wish to make a complaint At T.C. Harrison JCB we take great pride in our customer service levels. But if you feel we have fallen short of the mark you would expect from us, we have a complaints procedure in place designed to help you resolve any issues as quickly and appropriately as possible. Below you will find an easy to follow step-by-step guide to making a complaint and what to expect at each stage. Introduction We always aim to provide a high standard of care in all our services. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any purchase or service experience it is important that you let us know. The easiest way to do this is via the steps below: Making a Suggestion Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone making purchases and/or receiving services may make a suggestion. Firstly, you should speak to the manager or their assistant. If the suggestion is something that T. C. Harrison Group Limited as a company may need to consider you can also send it to: Julie Hall PA to the Managing Director T. C. Harrison Group Limited, Milford House, Mill Street, Bakewell, Derbyshire, DE45 1HH Send A Suggestion to us Making a complaint If you feel you need to make a more formal complaint we aim to handle complaints efficiently and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. T. C. Harrison Group Limited assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith. Who can complain Anyone adversely affected by the way T. C. Harrison Group Limited serve our customers can make a complaint. A representative may complain on behalf of an affected person if they: ? Are deceased ? Cannot or do not feel confident to make a complaint themselves, or ? Have given consent for the representative to act on their behalf If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to endeavour to find someone from an independent organisation to act as an advocate for you. How to make a complaint You can complain: • in person • by telephone • by email • by letter • through a member of our staff • through an advocate or representative Anonymous complaints We will deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation. Responsibility The relevant Departmental Manager has authority and responsibility for dealing with all complaints made about their departments’ service. We will provide as far as is reasonably practical: • any help you need to understand the complaints procedure; or • advice on where you may get that help with your complaint. How we handle complaints T. C. Harrison Group Limited will request the appropriate member of our management team to investigate the complaint. That person will have sufficient seniority, authority and experience to deal with the issues raised by the complaint. We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. All complaints are handled on a free of charge basis. We will keep you informed about the progress of the investigation. We aim to have most complaints concluded within 14 working days. When a complaint is more detailed/complex we may need longer to understand all aspects. If a longer period of time is required we will tell you why and we will keep you informed on progress. For finance and/or insurance related complaints we may require up to 8 weeks to investigate; further information on this type of complaint is provided later in this procedure and in these circumstances we will always keep you fully informed on progress. When we have finished investigating, we will inform you of our decision. Information will include. • details of the findings; • any action we have taken; and • our proposals to resolve your complaint. Time Limits You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not able to investigate properly; but we shall consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. Some types of final response have regulatory timescales; for example, complaints with referral rights to the Financial Ombudsman Service (FOS). In these instances the final response from T. C. Harrison Group Limited will be provided in writing giving clear details of referral rights and time limits. All referrals to the Financial Ombudsman Service (FOS) are free of charge and must be made within 6 months of a final response from us. Referrals to the Motor Ombudsman are also free of charge and must be made within 12 months of making a purchase/receiving a service from us, or our final response letter. Further Steps At any stage during the process, if you are not happy with the way our management representative is dealing with your complaint you may escalate to their Managing Director. The complaint will then be investigated by the Managing Director who will liaise with you to understand all of the detail before reaching a final decision. In these instances, a final response to your complaint will be made in writing and will be deemed as a final outcome by T. C. Harrison Group Limited. When we have investigated your complaint, if you are not happy with the final-outcome, you may refer your complaint to the Financial Ombudsman Service. T. C. Harrison Group Limited is registered with and Financial Conduct Authority and our register number is 312522 The Financial Ombudsman Service Exchange Tower London E14 9SR Alternatively, you can telephone 0800 023 4567 or email complaint.info@financial-ombudsman.org.uk. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk. The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. About About T.C. Harrison JCB Testimonials Careers JCB Finance JCB Insurance Operator Training T.C. Harrison; No Comparison T.C. 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To view our privacy policy click here. Copyright © T. C. Harrison Group Limited 2021 | Site Credits | Terms & conditions | Map | Cookies Finance Status Disclosure | Slavery Statement | Gender Pay Report | Tax Strategy Terms of Sale - Machines | Terms of Sale – Aftersales Finance Privacy Notice | Website Privacy Policy Complaints and Alternative Dispute Resolution Registered Office:- T. C. Harrison Group Limited, Milford House, Mill Street, Bakewell, Derbyshire, DE45 1HH. Registration Number: 1863311. VAT Registration Number: 172 5867 36. T. C. Harrison Group Limited, Milford House, Mill Street, Bakewell, Derbyshire, DE45 1HH acts as a credit broker in relation to financial products and not a lender. For customers requiring finance we can introduce you to a small number of carefully selected credit providers who may be able to offer you different finance products to suit your needs, subject to assessment of your personal circumstances. You are not obliged to use these finance products which may have different interest rates and charges. We do not charge a fee for our services but a lender we introduce will typically provide us with a commission for the work that we do, which is a fixed amount depending on the amount borrowed or a percentage of the amount you borrow. The lenders we work with will pay commission at different rates and the amount of commission we receive from a lender is not an additional charge to you and does not affect the amount that you pay to that lender under your credit agreement. We are only able to offer finance products from the providers we work with. T. C. Harrison Group Limited is authorised and regulated by the Financial Conduct Authority. FCA Reg. No. 312522.