SOGO Complaints Procedure

Our aim is to be recognised as having an industry leading reputation for excellent customer service so the need to adopt a complaints procedure will hopefully be a situation that will not occur.
However, we know it is not an ideal world so it is absolutely vital to have a clear process in place to ensure our customers have complete peace of mind.

Should any problems arise, it is always our key objective to deal with these quickly, preferably at the time the matter arises. Nevertheless, we understand that times may arise where a complaint requires escalation, in which case we request that customers adopt the following procedure:

In the event of an unresolved service or quality issue with SOGO, please email managingdirector@sogomobility.co.uk.

If your complaint is about
Consumer Hire, please scroll to the bottom of the page.

All details will be recorded and the following steps will be followed:

Options for Resolution


A range of options will be explored that satisfy the customers concerns and fairly resolve the problems at hand

Action Plan

A plan of agreed actions will be implemented with a supporting timeframe and followed through rigorously

Learn

Once we have achieved an agreed successful conclusion with the customer, we will then fully document the event and implement revised processes as required to prevent any reoccurrence of this situation.

Communication

Throughout the process we encourage and practice open communication utilising those channels which the customer feels most comfortable to ensure a swift and satisfactory resolution

Accountability

Delivering exceptional levels of customer service is fundamental to the success of our business and every complaint or concern is reported to the Managing Director of SOGO on a daily basis to ensure the right level of focus is applied. We take a simple view. Without happy satisfied customers, we do not have a business!
   
Being members of the BVRLA, we are fully committed to work within their published code of conduct and in the event that you are not satisfied, you are entitled to take your complaint directly to the BVRLA. Their contact details are as follows:

By telephone: 01494 434747

By email: info@bvrla.co.uk

By post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD


 

 

Complaints concerning Consumer Hire
 

Please put your complaint in writing by letter or e-mail to:


SOGO Customer Care, Grange Jaguar Hatfield, Hatfield Business Park, Mosquito Way, Hatfield, Hertfordshire, AL10 9US.


complaints@cambriaautos.co.uk

We will aim to acknowledge your complaint in writing within 5 working days and provide a final response in no longer than 8 weeks;

We will endeavour to resolve your complaint as quickly as possible. Where your case is complex we may need some time to make sure we have covered everything, so we will keep you informed while we do so.

If you are not satisfied with our Final Response, or it has been more than eight weeks since we received your complaint, you may be able to refer your complaint to the Financial Ombudsman Service.

Details about how to contact the Financial Ombudsman can be found at www.financial-ombudsman.org.uk or by telephoning 0845 080 1800 (office hours).

  • Black Facebook Icon
  • Black Instagram Icon

© 2021 SOGO Mobility Ltd

SoGo Mobility Limited, Swindon Motor Park, Dorcan Way, Swindon, SN3 3RA
 (registered in England and Wales company registration number 12934041)
SOGO Mobility Limited FRN 939541 is an Appointed Representative of Cambria Automobiles (South East) Limited which is authorised and regulated by the Financial Conduct Authority (FCA) - FRN 308872. We have permission to enter into Regulated Consumer Hire Agreements as owner, to exercise the owners’ rights and duty’s under a regulated consumer hire agreement and for Credit Brokering.

linkedin.png