The customer acknowledges that they are the legal owner of the caravan and are over 18 years of age. 

PTS Campers and Caravan repairs Ltd will be referenced as PTS

The customer acknowledges that they have not relied on any statement, promise or representation made or given by or on behalf of PTS other than set out in writing. 

The customer must remove any valuables from the caravan / motorhome / trailer before work commences. PTS will not be held responsible for the loss or damage to such items. 

PTS will not be responsible for any unforeseeable losses; losses that were not caused by PTS or its employees agents or representatives negligence. The customer must rely on their own insurance in such events. 

PTS shall not be liable for any loss or deemed to be in breach of these conditions if there is a delay in carrying out the work or an inability to complete the work within the timescale offered. 

PTS can provide an estimate of the charge for any work and/or goods required based on the information supplied by the customer at the time. This estimate is valid for 7 days from the date of issue, provided PTS have not withdrawn it. 

PTS reserve the right to amend an estimate if deemed reasonably necessary or if costs to PTS change significantly due to circumstances beyond our control. If any additional work is required that has not been previously agreed, PTS will endeavour to contact the customer and obtain authorisation (either written or oral) before proceeding.

If, during servicing or remedial work, a serious fault is discovered that is a safety issue (i.e. gas or electrical problems, handbrake not holding, tyres in poor condition etc), PTS will endeavor to contact the customer. However, in the event that the customer cannot be contacted PTS reserves the right to proceed with any necessary repairs in order to relieve any danger. All costs incurred will be the responsibility of the customer. 

If for any reason work is unable to be completed in full following the customers instructions, PTS will charge the customer for work already completed at the standard hourly rate plus any goods supplied or used. 

PTS Where goods have been specifically ordered for the customer, and paid for, there will be a 20% return charge, should the customer choose not to use the parts ordered. 

PTS reserves the right to refuse fitting of refurbished or second hand parts. 

Payment for goods and/or work done is due on the presentation of the invoice / once the service/ work is completed. Ownership of the goods does not pass to the customer until PTS has received in full cleared funds. 

Outstanding invoices of 28 days or more will incur an additional charge of £25 per month. 

PTS reserves the right to refuse to carry out the work and/or supply goods without explanation. 

Customers with complaints regarding the work and/or goods supplied by PTS should contact PTS in the first instance. PTS will investigate and follow PTS Campers and caravan Repairs Complaints Policy below. 

PTS CAMPERS AND CARAVAN REPAIRS LTD

COMPLAINTS POLICY

This Policy

This policy explains how:

- you, the customers, can raise a complaint about our goods and services; and

- how we will deal with complaints.

We will always aim to provide high-quality goods and services and to provide a high standard of customer care. We recognise however that sometimes we may not get things right. It is therefore important that you can raise any issues or complaints with us.

How to Make a Complaint

If you would like to make a complaint, you can do so via email to: ptsrepairs@btinternet.com

Information

Please include the following information in your complaint:

- Your full name

- Your contact details (telephone and email)

- The fact that you are raising a complaint

- Any relevant dates and times which are relevant to your complaint

- The type of goods or services we have provided to you

- Any order or reference numbers we have provided to you

- A key summary of the problem or problems you have experienced and why the goods or services were not satisfactory.

What to Expect

Complaints will be processed and looked at during our business hours which are:

Monday - Friday 9am - 4pm

Complaints will be dealt with by our complaints manager: MR PETER WILLIAMS

Acknowledgement

We will acknowledge your complaint within 2 business days of our receipt of it.

Investigation

Our complaints manager will then conduct a thorough investigation into your complaint. Our complaints manager may need to contact you in order to obtain further details during the investigation.

Response

A response to your complaint will ordinarily be provided to you via email.

Once we have acknowledged our complaint, our complaints manager will ordinarily provide the full response within 14 business days. Sometimes, the investigation may take longer. If this is the case our complaints manager will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.

Our complaints manager may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:

- A full refund

- A partial refund

- Credit or vouchers

- Replacement goods

- Provision of the services again

We will offer the solution which our complaints manager judges is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.

If our complaints manager does not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).

Legal Claims

We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved by any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.