TOUGE ADVISORY COMPLAINTS HANDLING PROCEDURE
1. PURPOSE
Touge Advisory is committed to providing professional, independent and high-quality automotive advisory services.
We take all complaints seriously and seek to resolve concerns fairly, promptly and transparently.
This Complaints Handling Procedure explains how clients may raise concerns regarding our services and how those concerns will be handled.
2. WHO THIS PROCEDURE APPLIES TO
This procedure applies to:
• Current clients;
• Former clients;
• Prospective clients;
• Individuals who have interacted with Touge Advisory in connection with its services.
3. WHAT IS A COMPLAINT?
A complaint is any expression of dissatisfaction regarding:
• The quality of our services;
• The conduct of Touge Advisory personnel;
• Communication or responsiveness;
• Administrative matters;
• Billing issues;
• Reports or deliverables;
• Data protection concerns;
• Any aspect of a client engagement.
4. HOW TO MAKE A COMPLAINT
Complaints should be submitted in writing wherever possible.
Complaints may be submitted by:
Email:
enquiries@tougeadvisory.com
The complaint should include:
• Your name;
• Contact details;
• Relevant engagement reference (if applicable);
• A clear description of the issue;
• Any supporting documents;
• The outcome you are seeking.
5. ACKNOWLEDGEMENT
Touge Advisory will normally acknowledge receipt of a complaint within five (5) business days.
The acknowledgement will:
• Confirm receipt;
• Identify the person handling the matter;
• Outline the next steps.
6. INVESTIGATION
Touge Advisory will investigate the complaint fairly and objectively.
The investigation may include:
• Reviewing correspondence;
• Reviewing engagement documentation;
• Reviewing reports and deliverables;
• Speaking with relevant individuals;
• Requesting further information from the complainant.
Touge Advisory may request additional information where necessary to properly investigate the matter.
7. RESPONSE
Touge Advisory aims to provide a substantive written response within twenty-eight (28) days of acknowledging the complaint.
Where additional time is required, the complainant will be informed and provided with an updated timeframe.
The response may:
• Uphold the complaint in whole or in part;
• Reject the complaint;
• Propose remedial action;
• Offer clarification;
• Propose a commercial resolution where appropriate.
8. INFORMAL RESOLUTION
Touge Advisory encourages concerns to be raised as early as possible.
Many issues can be resolved quickly through discussion and clarification before escalating into formal complaints.
Where appropriate, Touge Advisory may propose:
• A telephone discussion;
• A video meeting;
• A follow-up consultation;
• Additional explanation of findings or recommendations.
9. COMPLAINTS RELATING TO THIRD PARTIES
Touge Advisory cannot investigate or determine complaints relating solely to the conduct of third parties, including:
• Dealers;
• Brokers;
• Auction houses;
• Inspectors;
• Transport providers;
• Storage providers; or
• Other independent service providers.
Such complaints should normally be directed to the relevant third party.
Touge Advisory may assist in clarifying the circumstances of any introduction where appropriate.
10. PROFESSIONAL OPINIONS
Touge Advisory provides professional opinions based upon information available at the relevant time.
A difference of opinion regarding:
• Vehicle desirability;
• Collectability;
• Market trends;
• Transaction risks;
• Acquisition strategy;
• Vehicle assessments;
Does not automatically indicate negligence, error or professional misconduct.
Any complaint regarding professional judgement will be reviewed in the context of the information available at the time the advice was provided.
11. DATA PROTECTION COMPLAINTS
Concerns regarding personal data handling should be raised using the contact details above.
Touge Advisory will investigate such concerns in accordance with applicable data protection legislation.
Individuals also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
12. MEDIATION
Where a complaint cannot be resolved through the internal complaints process, Touge Advisory may propose mediation as an alternative to litigation.
The parties may agree to appoint an independent mediator to assist in resolving the dispute.
13. LEGAL RIGHTS
Nothing within this procedure limits or excludes any legal rights available to either party.
This procedure is intended to encourage fair and efficient resolution of concerns before formal legal action becomes necessary.
14. RECORD KEEPING
Touge Advisory will maintain records of complaints and their resolution for a reasonable period in accordance with legal, regulatory and business requirements.
15. REVIEW OF PROCEDURE
Touge Advisory may review and update this Complaints Handling Procedure from time to time to reflect operational, legal or regulatory developments.
CONTACT DETAILS
Tougeimports Ltd trading as Touge Advisory
Company Number: 16751157
Registered Office:
Tougeimports Ltd trading as Touge Advisory
24 Penn Street,
Treharris,
Merthyr Tydfil
CF46 5HL
Complaints Email: enquiries@tougeadvisory.co.uk
Website: www.tougeadvisory.com
END OF DOCUMENT
How to Use It
I would not put the full procedure in your website footer menu.
Instead:
Footer
Terms of Use
Privacy Policy
Cookie Policy
Disclaimer
Contact Page
Small link: “Complaints Procedure”
Client Pack
Include the full Complaints Handling Procedure PDF
Engagement Letter Add a simple clause such as:
Ø “Details of Touge Advisory’s Complaints Handling Procedure are available upon request and may be accessed via our website.”
That keeps the public-facing website clean while still demonstrating to clients and insurers that a formal process exists.
One final point: if you obtain Professional Indemnity Insurance, your insurer may require notification of circumstances that could give rise to a claim before they become formal complaints. Internally, I’d create a separate (non-public) Incident & Claims Notification Procedure for your own use alongside this client-facing complaints procedure.