Complaints Procedure

Last updated: [date]

We aim to get things right first time. If you are unhappy with our service, please tell us so we can put it right.

Please have this procedure checked by a suitable adviser before launch.

1. How to complain

Email vehiclepp@proton.me with:

• Your name and contact details
• Vehicle make/model and approximate install or job date
• What went wrong and how you would like it resolved
• Any useful photos or documents

Address: Rochford, Essex (full address on request)

2. What happens next

1. We will acknowledge your complaint [acknowledgement timescale — e.g. within 3 working days].
2. We will look into what happened (which may include checking fitting notes or contacting Meta Trak if the issue relates to their product/subscription).
3. We will send a written response within [number of working days for a written response] working days of acknowledgement, or explain if we need more time.

3. If you remain unhappy

• For issues about Meta Trak’s subscription, app or monitoring, you may also need to contact Meta Trak directly under their own procedures.
• You may seek advice from Citizens Advice or another advisory service.
• [Any trade body / ADR scheme membership — insert if applicable, otherwise state “We are not currently members of a formal ADR scheme; [update if this changes].”]

4. Privacy

Complaints are handled under our Privacy Policy.