Complaints Procedure
At Timber + Stitch Campervans, we’re proud of our design and craftsmanship. We
are committed to delivering a professional, friendly, and reliable service. We are
though aware that, on occasion, things might not go quite as expected. If you’re
dissatisfied with any aspect of our service, please let us know so we can address the
issue and make sure we do our best to make it right. Please get in touch ASAP if you
are unhappy with anything. We are a friendly crew, and often small issues can be
resolved quickly and efficiently with a quick chat. If you are still not happy with the
outcome, please follow the procedure below so we can look into the issue in more
detail.
Submitting a Complaint
If you’d like to raise a concern or make a complaint, you can contact us via:
Email: vans@timberandstitch.co.uk
Post: Timber + Stitch Campervans
Unit 17/11 Spey Valley Business parl
Dalfaber industrial estate
Aviemore
PH22 1ST
Information to include in your complaint
help us resolve your complaint efficiently, please provide:
– Your name and contact details
– A clear description of the issue
– Any relevant order or reference numbers
-Supporting documents (e.g., receipts, photos, emails)
Your preferred resolution
What You Can Expect
Acknowledgement
We’ll confirm that we’ve received your complaint within five working days.
Review
Your complaint will be carefully reviewed, and we may get in touch if we need any
extra details to understand the situation fully.
Response
We aim to provide a complete response within 14 working days. If we need more
time to investigate, we’ll keep you informed of our progress and expected timescales
Our goal is to reach a fair outcome and resolve the matter to your satisfaction. If
you’re still unhappy after our response, we’ll outline any additional steps or options
available to you.
-Resolutions may include
-Repairs or amendments
-Partial refunds
-Replacement parts or components
-An apology and detailed explanation.
Records and Further Action
All complaints are taken very seriously and logged for future reference. We are
continually learning, so we will listen and take on board all feedback to improve our
services if necessary.
If you remain unsatisfied once we’ve issued our final response, you’re entitled to
seek independent advice or contact an appropriate external organisation for further
