I am writing to say thank you to all of your staff and service manager for their exceptional service. Very impressive service thank you.

Mrs K Arkley

Vauxhall Sunderland

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ALTERNATIVE DISPUTE RESOLUTION

The Motor Industry Code of Practice for New Cars covers:

� Advertising
� New car sales
� Manufacturer's warranties
� Availability of replacement parts
� Complaints handling

The Motor Industry Code of Practice for Service and Repair requires us to provide:

� Honest and fair services
� Open and transparent prices
� Completion of work as agreed
� Invoices that match quotes
� Competent and conscientious staff
� Straightforward and speedy complaints handling

WHAT IS ADR?

ADR stands for Alternative Dispute Resolution as is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps all parties reach an agreement.

Motor Ombudsman is a CTSI certified ADR provider that can offer this ADR service. Further details can be found at https://www.themotorombudsman.org/ or alternatively you may wish to contact their advice line on 0800 692 0825.

As detailed in legislation, should the dispute relate to any financial services, then the Financial Ombudsman Service (FOS) offers this ADR facility. Further details can be found at financial-ombudsman.org.uk or may prefer to talk it through with someone on 0300 123 9123 or 0800 023 4567.