Motor Home Search
We would like to commend your staff, including Ron, who did the handover, Phil and Paul in Sales, but particularly Nick Condon, who showed great patience and was most helpful throughout. David and Linda Burdon We certainly will be singing your praises after your prompt reply, thanks once again Ms Ashton. A J Kemp I would like to take this opportunity to express my pleasure with the excellent manner in which your employee Mr Paul Parkinson handled the sales negotiations and enquiries when purchasing a Hymer Van 562. Graham Walker Just want to say thanks for the stay over we had on Sat night, it was a great stopover on our trip back from London, by the way we are new M/H owners of 3 weeks, we bought our new M/H from Brownhills in Gateshead, the chaps we dealt with were Dean and Nic and for the record they were spot on, I would have no hesitation in buying from you again. Once again thanks. Tom Stewart I am always made to feel welcome at Brownhills whenever I visit and the staff are always helpful. H Jones Not only are Gary and I satisfied customers of Brownhills with our Hymer motorhome we are also very satisfied with the camera we have just won in the photo competition. Sally Sanford I wanted to thank you, Adam Daffern and your team, for your considerable help in getting the vehicle specification just right. We were very impressed with the care and attention given to us when we stayed overnight to check out the vehicle features. E S O'Connell I visited your company today for some attention to a problem with my motorhome and received excellent service. P G Preston Thanks for your courtesy during our recent visit to Brownhills. David and Jean Allingham Superb care given over almost a year by John Read who guided us superbly through the whole process of choice and purchase. David Weaver Further to our various contacts since my letter of 12 September to your workshop manager may I now write a line of sincere thanks (to Deborah Ashton) for ensuring that all aspects of concern expressed in that letter were taken care of - well and thoroughly - during our visit to Brownhills on 29 September. We are delighted with all that was achieved on our camper van during that visit and wish to express our appreciation of your personal involvement in accomplishing that on our behalf. Very many thanks and all good wishes. Dr Clive Skinner We would like to thank Debby Ashton for her patience in dealing with the fault we had with our van. We would also like to thank the habitation technician, Andy Bradford, who found the fault of a dud battery and fixed it. We would like to thank Barry Picker the driver for being such a lovely man. Dorothy and Stanley Bowman I met several of your staff recently and I must say they were most pleasant, helpful, courteous and knowledgeable. Colin Beard Sincere thanks to all your staff (especially Alan, Paul and Mick) for the reception and attention that you gave. David Gracie We would be most greatful if you would pass on out thanks to the departments concerened with the administration and subsequent repairs to our van. the workshop technicians were clean, courteous, friendly and knowledegable when talking to us. C J Ward My wife and I would like to write to you to tell you how happy we are with the recent transaction which we have conducted with Brownhills of Swindon. Ron Hutchinson We had to write to thank you and your team for all the help and advice in choosing our first motorhome. We'd especially like to thank Chris Kitson who went that extra step to smooth our path – he was great! We have been looking for a motorhome for a good while and found your outfit, from the receptionist, the service engineer and every single person, pleasant, happy to help and efficient. This has not always been our experience in other dealerships. You have a great team – keep up the good work and again thank you. Mr and Mrs Burgess I would like to commend your sales team for their diligence, they knew when to try and sell and when to stand back and let my partner and I explore the vehicle. Their helpfulness and friendly attitude defnitely made the experience very pleasant. We think they are a credit to your company and if and when we are looking for a change, Brownhills Newark will be our first stop. John Clifton and Carole Brown I would just like to say what excellent aftersales service I have received at your north east branch of Brownhills. All the staff have been extremely helpful and pleasant right through from the receptionist to the service department and I appreciate it very much. I know you like to have feedback from customers and I am only too happy to let you know how impressed I have been. Julie Sellers May we take this opportunity to say thank you for your professional salesmanship, this was the first time in many years that we never felt pressured into a quick sale purchase, we would have no hesitation in returning to Brownhills. Thank you once again. Nat and Jean Wood Just a short note of thanks. Can you please relay my gratitude to your parts dept. I believe it was Boz who tried to assist me with parts for a broken fiamma awning whilst on hols in france. Although in vain, I really appreciate the effort made and the returned call. Peter Moore The work was completed and completed well. I would also like to commend the lad who carried out the work to lay the new floor, the job was carried out well with no damage to any of the furniture. David and Isabel Thomas During the past year I have visited aftersales on several occasions for one thing and another. I would like to pass on my gratitude to Elle Harrison for excellent service and patience. Also a big thank you to your service engineers. David Reeves A short note to say well done and thank you to your staff for sorting out a problem quickly, efficiently and pleasantly. Mr D Chadwick Just a word of thanks for the smooth and efficient way everyone deal with the exchange of our caravan and car for the Pollensa motorhome. It has been a big decision to change to a motorhome, one which I hope will give us a lot of pleasure in the future. A special thanks to Phil for the hassle free way you dealt with the paperwork, also to Ron for the comprehensive explanation of the vehicle. Barbara and David Williams I wish to commend your receptionist for the way she handled two of my problems I have had recently. She was courteous and friendly and handled the situation with so much ease. Such professionalism is rare nowadays. She is an asset to your organisation and is part of the reason I look forward to doing business with you again. Mr A Thirwell Thank you very much for such a good service. Mr G Threadlingham, Exeter I felt I had to let you know how pleased I am with the handling of my recent order. Darren was most helpful and it is so refreshing to find some one willing to go that extra mile even to explaining to me what was needed and how to fit it. A very satisfied customer. Dave Simpson I recently contacted you to request assistance with regard to a replacement fluorescent tube for the washroom on our Hymer Swing. Thanks to your advice I have now sourced a light fitting and everything is working as it was. I would in the service industry so I know how unusual it is to come across a company that an individual who genuinely wants to help with aftersales advice. It's assistance like this that helps retain customers when they come to change their vehicles. Thanks again, you are a credit to Hymer. Ben Usher I visited your depot recently for warranty remedial work to my motorhome. I particularly requested ‘I wait' as I did not wish to have to make a second trip due to the distance between you and my home. It is my wish that you say thank you on my behalf to Caz and your most helpful technicians who due to my infirmity were most helpful on that day. The weather was awful; it bucketed down the whole day, so I was rather restricted to the showroom. I was supplied coffee, given a lift to a nearby garden centre that I may purchase my lunch, following which I was collected from same, and generally looked after, all that both I and my new full hip replacement were not stressed. Again my most sincere thanks to your magic staff, you deserve to do well with attention like that; to your customers it is second to none. Jamie Hanks-Tucker, Tenterden We would like to say a special thank you to Paul and Wayne for all their help throughout the purchasing of our new Rapido. Sue and Ron Thackeray, York Thank you very much to all concerned at Brownhills for the courtesy and professional service provided when our motorhome was brought in for a new bathroom refit. Our main appreciation goes to Chris Claxton whose dedication was outstanding on this project. What a wonderful transformation he had made of the bathroom refit, many thanks to him. We found also all the staff we dealt with very friendly and helpful including Paul. We would have no hesitation to recommend Brownhills to all our friends and family with motorhomes. Well done Brownhills. Ian and Sue Savage, Chatham Once again many thanks for all your help in sorting out our problems with the motorhome. It's very refreshing nowadays to find someone who not only does help with problems but actually seems to want to help. Gerald Payne, Abergavenny What a joy it is to visit the Service department nowadays, such a remarkable change from just two years ago. Last week I brought my van in to have a replacement plastic roof vent over the main saloon. Arriving at 8.10 having booked in the van, Kate's first question was, ‘Have you had breakfast can I get you some toast?' This kind gesture was very much appreciated and is typical of current attitudes. Well done. Arthur Henn, Chester I would like to take this opportunity of thanking you, personally, for the excellent service you have given us. Ann Jefferies Just a line to thank you for the terrific help that you have been during the past three months with the problems we have encountered with our new Hymer B655 Classic. Thank you and your team again for wonderful service and a pleasant stay with you last week. Martin and Amanda Rudd, Sidmouth We're living in our C544 whilst renovating our ‘new' home. The Hymer is proving home from home and our situation is far more ‘fun' than previous renovations. Any teething problems with our ‘home' have been dealt with very swiftly and we've looked on the four hour round trip as “giving the motor a run out”! A very grateful thanks to all the Hymer team for coming up trumps every time. Rod and Sue Holmes, Langdale Thanking you for your care and attention in repairing the motorhome. It was very much appreciated by my wife and myself. You and your staff were very efficient in doing the repair. Thanking your once again. Mr Gilbertson I just wanted to thank you for the highly efficient service you arranged for our van last week. Thanks again for a job well done. Sally Moore As long time motorhomers we would like to thank you for the way we have been treated by everyone at your Newark branch since purchasing our motorhome in April this year. Our first experience was the way we were handled by your sales department and sales rep. We felt really special. This week we attended for two days your service department for some repairs to be done to the van. We were treated in a polite friendly and efficient manner by Elle who took down our faults. The technician was super efficient, friendly and did the work to our satisfaction while we took advantage of the swimming pool and the overnight facilities. Paul and Susa Kirk, Scunthorpe Thank you for all your help and patience during the last few weeks. John and Barbara Sumner The service I received at Brownhills was absolutely tremendous. It immediately became apparent to me that the staff had genuine desire to resolve the problem with my motorhome and arrangements were made for an immediate repair. Whilst the repair was carried out it was considerate of the engineer to inform me of the progress. I thought that you should know that every person I had the pleasure to talk to was courteous, helpful, professional and a credit to your company. I left Brownhills much happier than when I arrived! Norman Thompson Would just like to take the opportunity to thank you for making Graham and I so comfortable when the jobs on our motorhome were being done. The friendliness of the people comes highly recommended and will do so to our friends. Ann and Graham King, Bridgend We would like to thank you all for your prompt attention in remedying the faults. Our particular thanks to Tracy and Matt who took great care of us on the day and really went the ‘extra mile' to ensure that everything was to our satisfaction. Once again thank you. Julie and Robert Moore, Pontypool The service you give is superb… Peter Lane We would like to express our thanks for the excellent service and to say how pleased we are with the work done. Also a thank you to Sam and Tracey for keeping us informed of the progress of the work being done up to the time of collection. Again many thanks for your assistance and prompt customer service – much appreciated. Bob and Beryl Barnfield We are grateful to all in the Service department for the courteous way we were treated. To the service engineer who worked on our Cheyenne – thank you for doing such a good job and for answering our queries. Valerie and Julian Failes Just a big thank you for everything you've done to help us out with our van. You don't know how much it is appreciated. Sheila and Bill Atkin Just a note to say thanks for all you have done for us. You have restored our confidence in our motorhome. We can go away with peace of mind and enjoy it. Nick and Craig Scamdrett Many thanks for your excellent service last week. Customer care is a rare thing; last week you showed that Brownhills can ‘come up trumps'. John and Sally Reid Many thanks for your help and kindness – it's the little things that count Mr W King
We would like to commend your staff, including Ron, who did the handover, Phil and Paul in Sales, but particularly Nick Condon, who showed great patience and was most helpful throughout.
David and Linda Burdon
We certainly will be singing your praises after your prompt reply, thanks once again Ms Ashton.
A J Kemp
I would like to take this opportunity to express my pleasure with the excellent manner in which your employee Mr Paul Parkinson handled the sales negotiations and enquiries when purchasing a Hymer Van 562.
Graham Walker
Just want to say thanks for the stay over we had on Sat night, it was a great stopover on our trip back from London, by the way we are new M/H owners of 3 weeks, we bought our new M/H from Brownhills in Gateshead, the chaps we dealt with were Dean and Nic and for the record they were spot on, I would have no hesitation in buying from you again. Once again thanks.
Tom Stewart
I am always made to feel welcome at Brownhills whenever I visit and the staff are always helpful.
H Jones
Not only are Gary and I satisfied customers of Brownhills with our Hymer motorhome we are also very satisfied with the camera we have just won in the photo competition.
Sally Sanford
I wanted to thank you, Adam Daffern and your team, for your considerable help in getting the vehicle specification just right. We were very impressed with the care and attention given to us when we stayed overnight to check out the vehicle features.
E S O'Connell
I visited your company today for some attention to a problem with my motorhome and received excellent service.
P G Preston
Thanks for your courtesy during our recent visit to Brownhills.
David and Jean Allingham
Superb care given over almost a year by John Read who guided us superbly through the whole process of choice and purchase.
David Weaver
Further to our various contacts since my letter of 12 September to your workshop manager may I now write a line of sincere thanks (to Deborah Ashton) for ensuring that all aspects of concern expressed in that letter were taken care of - well and thoroughly - during our visit to Brownhills on 29 September. We are delighted with all that was achieved on our camper van during that visit and wish to express our appreciation of your personal involvement in accomplishing that on our behalf. Very many thanks and all good wishes.
Dr Clive Skinner
We would like to thank Debby Ashton for her patience in dealing with the fault we had with our van. We would also like to thank the habitation technician, Andy Bradford, who found the fault of a dud battery and fixed it. We would like to thank Barry Picker the driver for being such a lovely man.
Dorothy and Stanley Bowman
I met several of your staff recently and I must say they were most pleasant, helpful, courteous and knowledgeable.
Colin Beard
Sincere thanks to all your staff (especially Alan, Paul and Mick) for the reception and attention that you gave.
David Gracie
We would be most greatful if you would pass on out thanks to the departments concerened with the administration and subsequent repairs to our van. the workshop technicians were clean, courteous, friendly and knowledegable when talking to us.
C J Ward
My wife and I would like to write to you to tell you how happy we are with the recent transaction which we have conducted with Brownhills of Swindon.
Ron Hutchinson
We had to write to thank you and your team for all the help and advice in choosing our first motorhome. We'd especially like to thank Chris Kitson who went that extra step to smooth our path – he was great!
We have been looking for a motorhome for a good while and found your outfit, from the receptionist, the service engineer and every single person, pleasant, happy to help and efficient. This has not always been our experience in other dealerships.
You have a great team – keep up the good work and again thank you.
Mr and Mrs Burgess
I would like to commend your sales team for their diligence, they knew when to try and sell and when to stand back and let my partner and I explore the vehicle. Their helpfulness and friendly attitude defnitely made the experience very pleasant. We think they are a credit to your company and if and when we are looking for a change, Brownhills Newark will be our first stop.
John Clifton and Carole Brown
I would just like to say what excellent aftersales service I have received at your north east branch of Brownhills.
All the staff have been extremely helpful and pleasant right through from the receptionist to the service department and I appreciate it very much.
I know you like to have feedback from customers and I am only too happy to let you know how impressed I have been.
Julie Sellers
May we take this opportunity to say thank you for your professional salesmanship, this was the first time in many years that we never felt pressured into a quick sale purchase, we would have no hesitation in returning to Brownhills.
Thank you once again.
Nat and Jean Wood
Just a short note of thanks. Can you please relay my gratitude to your parts dept. I believe it was Boz who tried to assist me with parts for a broken fiamma awning whilst on hols in france. Although in vain, I really appreciate the effort made and the returned call.
Peter Moore
The work was completed and completed well. I would also like to commend the lad who carried out the work to lay the new floor, the job was carried out well with no damage to any of the furniture.
David and Isabel Thomas
During the past year I have visited aftersales on several occasions for one thing and another. I would like to pass on my gratitude to Elle Harrison for excellent service and patience. Also a big thank you to your service engineers.
David Reeves
A short note to say well done and thank you to your staff for sorting out a problem quickly, efficiently and pleasantly.
Mr D Chadwick
Just a word of thanks for the smooth and efficient way everyone deal with the exchange of our caravan and car for the Pollensa motorhome. It has been a big decision to change to a motorhome, one which I hope will give us a lot of pleasure in the future. A special thanks to Phil for the hassle free way you dealt with the paperwork, also to Ron for the comprehensive explanation of the vehicle.
Barbara and David Williams
I wish to commend your receptionist for the way she handled two of my problems I have had recently. She was courteous and friendly and handled the situation with so much ease. Such professionalism is rare nowadays. She is an asset to your organisation and is part of the reason I look forward to doing business with you again.
Mr A Thirwell
Thank you very much for such a good service.
Mr G Threadlingham, Exeter
I felt I had to let you know how pleased I am with the handling of my recent order. Darren was most helpful and it is so refreshing to find some one willing to go that extra mile even to explaining to me what was needed and how to fit it.
A very satisfied customer.
Dave Simpson
I recently contacted you to request assistance with regard to a replacement fluorescent tube for the washroom on our Hymer Swing. Thanks to your advice I have now sourced a light fitting and everything is working as it was.
I would in the service industry so I know how unusual it is to come across a company that an individual who genuinely wants to help with aftersales advice. It's assistance like this that helps retain customers when they come to change their vehicles.
Thanks again, you are a credit to Hymer.
Ben Usher
I visited your depot recently for warranty remedial work to my motorhome. I particularly requested ‘I wait' as I did not wish to have to make a second trip due to the distance between you and my home.
It is my wish that you say thank you on my behalf to Caz and your most helpful technicians who due to my infirmity were most helpful on that day. The weather was awful; it bucketed down the whole day, so I was rather restricted to the showroom. I was supplied coffee, given a lift to a nearby garden centre that I may purchase my lunch, following which I was collected from same, and generally looked after, all that both I and my new full hip replacement were not stressed.
Again my most sincere thanks to your magic staff, you deserve to do well with attention like that; to your customers it is second to none.
Jamie Hanks-Tucker, Tenterden
We would like to say a special thank you to Paul and Wayne for all their help throughout the purchasing of our new Rapido.
Sue and Ron Thackeray, York
Thank you very much to all concerned at Brownhills for the courtesy and professional service provided when our motorhome was brought in for a new bathroom refit.
Our main appreciation goes to Chris Claxton whose dedication was outstanding on this project. What a wonderful transformation he had made of the bathroom refit, many thanks to him.
We found also all the staff we dealt with very friendly and helpful including Paul.
We would have no hesitation to recommend Brownhills to all our friends and family with motorhomes.
Well done Brownhills.
Ian and Sue Savage, Chatham
Once again many thanks for all your help in sorting out our problems with the motorhome. It's very refreshing nowadays to find someone who not only does help with problems but actually seems to want to help.
Gerald Payne, Abergavenny
What a joy it is to visit the Service department nowadays, such a remarkable change from just two years ago.
Last week I brought my van in to have a replacement plastic roof vent over the main saloon. Arriving at 8.10 having booked in the van, Kate's first question was, ‘Have you had breakfast can I get you some toast?'
This kind gesture was very much appreciated and is typical of current attitudes. Well done.
Arthur Henn, Chester
I would like to take this opportunity of thanking you, personally, for the excellent service you have given us.
Ann Jefferies
Just a line to thank you for the terrific help that you have been during the past three months with the problems we have encountered with our new Hymer B655 Classic.
Thank you and your team again for wonderful service and a pleasant stay with you last week.
Martin and Amanda Rudd, Sidmouth
We're living in our C544 whilst renovating our ‘new' home. The Hymer is proving home from home and our situation is far more ‘fun' than previous renovations. Any teething problems with our ‘home' have been dealt with very swiftly and we've looked on the four hour round trip as “giving the motor a run out”!
A very grateful thanks to all the Hymer team for coming up trumps every time.
Rod and Sue Holmes, Langdale
Thanking you for your care and attention in repairing the motorhome. It was very much appreciated by my wife and myself. You and your staff were very efficient in doing the repair.
Thanking your once again.
Mr Gilbertson
I just wanted to thank you for the highly efficient service you arranged for our van last week.
Thanks again for a job well done.
Sally Moore
As long time motorhomers we would like to thank you for the way we have been treated by everyone at your Newark branch since purchasing our motorhome in April this year.
Our first experience was the way we were handled by your sales department and sales rep. We felt really special.
This week we attended for two days your service department for some repairs to be done to the van. We were treated in a polite friendly and efficient manner by Elle who took down our faults.
The technician was super efficient, friendly and did the work to our satisfaction while we took advantage of the swimming pool and the overnight facilities.
Paul and Susa Kirk, Scunthorpe
Thank you for all your help and patience during the last few weeks.
John and Barbara Sumner
The service I received at Brownhills was absolutely tremendous. It immediately became apparent to me that the staff had genuine desire to resolve the problem with my motorhome and arrangements were made for an immediate repair. Whilst the repair was carried out it was considerate of the engineer to inform me of the progress. I thought that you should know that every person I had the pleasure to talk to was courteous, helpful, professional and a credit to your company. I left Brownhills much happier than when I arrived!
Norman Thompson
Would just like to take the opportunity to thank you for making Graham and I so comfortable when the jobs on our motorhome were being done. The friendliness of the people comes highly recommended and will do so to our friends.
Ann and Graham King, Bridgend
We would like to thank you all for your prompt attention in remedying the faults. Our particular thanks to Tracy and Matt who took great care of us on the day and really went the ‘extra mile' to ensure that everything was to our satisfaction.
Once again thank you.
Julie and Robert Moore, Pontypool
The service you give is superb…
Peter Lane
We would like to express our thanks for the excellent service and to say how pleased we are with the work done. Also a thank you to Sam and Tracey for keeping us informed of the progress of the work being done up to the time of collection.
Again many thanks for your assistance and prompt customer service – much appreciated.
Bob and Beryl Barnfield
We are grateful to all in the Service department for the courteous way we were treated. To the service engineer who worked on our Cheyenne – thank you for doing such a good job and for answering our queries.
Valerie and Julian Failes
Just a big thank you for everything you've done to help us out with our van. You don't know how much it is appreciated.
Sheila and Bill Atkin
Just a note to say thanks for all you have done for us. You have restored our confidence in our motorhome. We can go away with peace of mind and enjoy it.
Nick and Craig Scamdrett
Many thanks for your excellent service last week. Customer care is a rare thing; last week you showed that Brownhills can ‘come up trumps'.
John and Sally Reid
Many thanks for your help and kindness – it's the little things that count
Mr W King
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The average amount of time it takes Brownhills to reply to an email enquiry is : 2 hours 54 minutes
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At Brownhills we help people achieve the ultimate in freedom. Freedom to choose the location of your leisure time. Freedom to experience new places, new countries and make new friends whenever and wherever you choose. The ultimate adventure.
We are lifestyle purveyors; helping to create memories, experiences and stories that will never be forgotten. We pander to your every need - as sole specialists in motorhomes, not camping or caravans; our focus is total and our collective knowledge unsurpassed. Our carefully selected manufacturer partnerships are forged from years of experience and exclude those who cannot match our specification and aftercare demands. In this way, we make sure your dream doesn't turn into a nightmare and still offer total variety to cater for the needs of every freedom seeker.
We love motorhomes, we eat, sleep, drive and love our motorhomes; we sell more motorhomes than any other because we live motorhomes like no other.
This is our 30 second commercial, our goal. Wherever possible, we want you to agree with this perception of ourselves. See our customer comments on the feedback page for more information.
We, the Brownhills Group, have launched an ambitious and extensive programme of customer service improvements across the Brownhills Group. We are the UK's largest motorhome retailer who, under new management, have already changed some of the perceptions people have of the organisation, ensuring the company is on track to deliver first class service in every aspect of its business.
At Brownhills, we are already able to point to visible markers of improvement and make the following 7 point commitment to on-going continuous improvement.
Brownhills seven-point plan: Our commitment to you around service improvements
Questions are inevitable, especially from people new to motorhoming - this website now hosts a contact ticket system on the home page which is an open opportunity to ask questions when customers can't find answers elsewhere - we will always try to help.
Get to the bottom of current product issues with the motorhome manufacturers and thereby work to ensure that the product is right in the first place and de-select those partners who cannot meet this requirement or who fail in aftercare.
Improve our after sales performance, aiming for "right first time, on-time, every time" in our long term quest to deliver excellent aftercare. We also seek to resolve customer issues quickly.
Improve parts availability by working closely with the suppliers to improve the generally poor industry parts performance.
Achieve a user friendly website that is easy to navigate. Adding a frequently asked questions page and providing useful motorhoming information like weather forecasts and driving tips.
Improve customer satisfaction and retention through our Club Brownhills facility and invite unsatisfied customers to give feedback through the "submit a ticket" facility on line.
Answer all emails and phone calls within a few hours. Make it easy for our customers to contact us. And be accountable by providing performance data regarding our response times on the website.
Our fast response systems under the umbrella "Submit a Ticket" are already in place and our measurement systems for telephone and query response times are running 24/7. It is simplicity itself to launch a query or complaint. In parallel, we bare our chests in terms of telephone response rates and clearance of queries. We are also now delighted to receive rounded performance feedback from our customers for both sales and aftersales - where every submission is promptly responded to.
Brownhills Complaints Procedure: Our commitment to you around complaint handling
Handling complaints efficiently used to be an issue for us. Our previous increased resource was aimed at curing that and current complaint resolution initiatives have reduced complaints in system by a factor of 100 (that's no misprint) - being the biggest in Europe seemed to go hand in hand with having the highest level of complaint also. We think it's because the units are the most complex consumer durable on the planet. We also think it's time to demonstrate commitment to speedy resolution - we have been accused in the past of not answering the phone (so we now publish our call stats for all to see), it was suggested that we were not replying to emails, so we now publish our stats every week and regularly achieve average response times under 2 hours !! We have also published a series of pertinent measures of our performance - links to which can be seen at the head of this page. Here then is our commitment to Complaint resolution (although we make no promises that every case answer will be well received);
• Complaint is received, logged and sent to the relevant member of staff at Branch in the same day *
• This member of staff has 48 hours (in the working week) in which to investigate the complaint and to resolve (this does not necessarily mean that the customer will agree the resolve). This stage includes reference to the manufacturer if the complaint is mainly product related.
• If the complaint has not been resolved within 48 hours an email will be sent to the appropriate line manager.
• If the line manager cannot resolve the complaint in a further 48 hours, it will be escalated to Head Office. This stage of the process includes providing feedback to the manufacturer in the event that advice was sought at stage 1.
• If the matter remains unresolved after 48 hours assessment at Head Office, in order to proceed to our final stage - the customer would need to précis the matter on our website Express Complaint system. This will ensure a new appraisal from a fresh pair of eyes. Failing resolution at this stage, the company complaint process has expired and no further course of redress would be available through the company. Express complaint operates only from this website and initiation is by Brownhills Management decision only.
• This does not affect the customers statutory rights.
* If any of these target timelines slip by reason of holidays, difficulty in communicating with manufacturer, parts identification, further information required etc - we will keep the customer informed wherever possible.
click here to see this process in a flow chart
click here to take a copy of the Customer Service Commitment; 7 point plan and Complaint Procedure in pdf
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