NCC Dispute Resolution Service

We have just used the NCC Dispute Resolution Service with success.

This year we cancelled a new motorhome from a large UK dealer, it was originally ordered in October and a 2000 refundable deposit paid to reserve a build slot. We cancelled the order in mid Feb and requested our deposit back, the dealer (salesman) refused.

Initially, I thought we would have to go to small claims court and gave the dealer 14 days to rethink/refund. But when looking into using small claims, as never used before, it was recommended that you should try any other means available to resolve issues first, specifically any industry bodies or official complaint processes.

The dealer was member of the NCC and therefore signed up to the NCC Dispute Resolution Service, this defines the procedures for complaint handling, escalation and eventually if necessary passing to a Independent Dispute Examiner. We had no great expectations of success but did this just to show we tried when we eventually went to small claims.

Following the NCC guidelines we filed a complaint officially with the dealer, using their online contact form, and received a automated acknowledgement straightaway followed by an email from someone in customer service the next morning acknowledging the complaint, an link to their complaint policy and that the Sales Manager would contact us shortly.

We received an email 20 minutes later from our salesman reiterating no refund, stating his reason (the van configuration had been locked down with manufacturer and that we had been told this), but that their sales manager would give a us call that afternoon.

According to the complaint policy they have 10 business days to respond, if they do not or it is not satisfactory then you escalate the complaint to the NCC.

As expected we heard nothing further from the dealer, we gave them 16 days in total but received no further response whatsoever. This lack of communication was expected and a contributing factor to the order cancellation. We did consider chasing them up, but frankly felt that them not responding would help us, whereas engaging wouldn't do anything other than leave us feeling annoyed and it was their responsibility to contact us.

After 16 days we downloaded the NCC complaint escalation form, completed it, a bit tedious, but it was all prep for small claims so worthwhile. On the NCC form the T&Cs state that we agree to using an Independent Dispute Examiner at a cost of 60.00 and that their decision would be final. We amended the T&Cs to show that we did not agree to this, the amendment was not raised as an issue by the NCC, I do not think they noticed, even though we wrote it in bold lettering.

Emailed the form in and it was registered within 24 hrs but not processed as we had apparently not provided enough evidence (full copies of emails). Resubmitted with a few attachments and within 24 hrs we were informed that the form had been accepted and had been sent to the dealership. At this point the dealer has 28 days to respond, so we waited.

After about 14 days we received a phone call from the dealer which I declined, we wanted all contact with them to be in writing, they left a voice mail it turns out it was the Sales Manager wanting to discuss our cancelled order. We did not return the call as we felt there was nothing to discuss regarding the cancellation and again we did not want to engage on the phone, our plan was to email the next day to get details. However, later that day we received an email stating they had decided to issue a full refund.

Monies were received within 36 hours.

The NCC kept us informed at every stage by email, very prompt and helpful, and they even offered to contact the dealership if we decided we wanted to have no contact (not even email) with them when arranging payment.

Basically, a surprisingly excellent service, would definitely use again, although, hopefully never have to.