Co Wheels aims to provide high-quality car club services which meet our members' needs.
We believe we achieve this most of the time, however, if you feel we are not getting it right please let us know.
In order to ensure our services remain at a high standard, we have a complaints procedure through which you can let us know of any reason you are not satisfied with your experience with Co Wheels.
Complaint Submission: We have a clear and accessible process for members to submit complaints. Complaints can be logged through our Info@co-wheels.org.uk email address. Please call our 24/7 member service hotline where we can provide clear instructions on how to submit a complaint, including any required information, such as member name, contact details, and details of the complaint.
Acknowledgement and Confirmation: Upon receipt of a complaint, we promptly acknowledge the complaint to the member within a maximum of 24 hours (Monday-Friday) with a personalised email. This confirms that the complaint has been received and is being reviewed by the appropriate team.
Investigation and Resolution: We then triage the complaint so we can effectively assign the complaint to the relevant team or staff member for investigation and resolution. This may involve gathering additional information, conducting internal reviews, and communicating with the member to gather more details or seek clarification. We aim to set a reasonable timeframe for the investigation and resolution process depending on the complaint classification. There are four complaint classifications, and these are clarified here with their respective resolution times, for a High-Level Operational Complaint this can be within 10 working days. For a Mid-Level Operational Complaint, this can take up to 10 working days. For a Negative Experience Complaint, this can take 3 working days. For a Policy and Process Complaint, this can take 3 working days.
If you are still not happy with our response, you can write a formal written complaint.
All written complaints will be logged. You will receive a written acknowledgement within seven working days. The aim is to investigate your complaint properly and give you a reply within ten working days,
setting out how the problem will be dealt with. If this is not possible, an interim response will be
made informing you of the action taken to date or being considered