Complaints Policy
Last updated: February 2026
E-Type UK Ltd is committed to providing a high standard of service across all areas of our business, including vehicle sales, restoration, upgrades, servicing, storage and associated consultancy.
We recognise that, on occasion, concerns may arise. This policy sets out a clear, fair and structured process for raising and resolving complaints, ensuring they are handled professionally, consistently and transparently.
PURPOSE OF THIS POLICY
This Complaints Policy is designed to:
- Encourage early, constructive resolution of concerns
- Ensure complaints are handled fairly and consistently
- Provide a clear escalation path
- Protect both our clients and our business
WHAT CONSTITUTES A COMPLAINT
A complaint is any expression of dissatisfaction relating to:
- Vehicle sales or representations
- Restoration, upgrade or servicing work
- Project scope, specification or execution
- Invoicing, estimates or payments
- Storage or care of a vehicle
- Customer service or communication
This policy does not apply to general enquiries or requests for clarification, which should be directed to your usual point of contact.
HOW TO MAKE A COMPLAINT
To ensure complaints are handled effectively, all complaints must be submitted in writing.
Please include:
- Your full name and contact details
- Vehicle details (where applicable)
- Relevant invoice, estimate or project reference
- A clear description of the issue
- Any supporting documentation
Complaints should be sent to:
E-Type UK Ltd
The Duck House Barn
North Frith Farm
Hadlow
Kent
TN11 9QU
or via email to: sales@etypeuk.com
OUR COMPLAINTS HANDLING PROCESS
1. Acknowledgement
We will acknowledge receipt of your complaint in writing within 5 working days.
2. Investigation
Your complaint will be reviewed by senior management and investigated impartially. This may involve:
- Reviewing job records, estimates, authorisations and correspondence
- Inspecting the vehicle (where appropriate)
- Consulting relevant members of the workshop or management team
During this stage, we may contact you to request further information or clarification.
3. Response
We aim to provide a written response within 14 working days of acknowledgement. Where a complaint is complex and requires additional time, we will keep you informed of progress.
Our response will outline:
- Our findings
- Any proposed resolution or explanation
- Next steps, if applicable
RESOLUTION AND ESCALATION
Where possible, we aim to resolve complaints through open dialogue and mutual agreement.
If a resolution cannot be reached, we may suggest:
- Further internal review
- Independent mediation
Nothing in this policy affects your statutory rights.
LIMITATIONS
This Complaints Policy does not:
- Replace or override our Terms & Conditions
- Apply to issues already subject to legal proceedings
- Apply to anonymous complaints, which may not be investigated
RECORD KEEPING
We maintain records of complaints and outcomes for internal review and service improvement purposes.
GOVERNING LAW
This Complaints Policy is governed by the laws of England and Wales.
If you have any questions regarding this policy, please contact us using the details above.