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COMPLAINTS POLICY

Our aim is to provide you with excellent customer service.
If we fail to meet your expectations, we will try to put things right as quickly as possible.
IF YOU HAVE A COMPLAINT
The Financial Conduct Authority defines a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not.
Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.
You can notify us of your complaint through the following channels:

In Writing

NJS motor vehicle services
Unit 19b
Pershore trading estate
Pershore
Worcs.
WR10 2DD

Email: - This email address is being protected from spambots. You need JavaScript enabled to view it.

WHAT HAPPENS IF WE CANNOT RESOLVE YOUR COMPLAINT STRAIGHT AWAY?

If we are not able to resolve your complaint straight away, we may need to carry out further investigations
Once received, your complaint will be investigated and dealt with in the following way:

By Day 7

We will try to provide you with a full reply. If this is not possible, we will confirm who will be looking into your complaint.

By Day 28

We will endeavour to investigate your complaint and provide a full response to you at this stage. However, if for any reason we are unable to provide a full response by this time, we will contact you and provide you with an update of the current situation.

By Day 56 In the unlikely event that your complaint has not been resolved by this stage, we will write to you with a final response. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. (https://www.financial-ombudsman.org.uk/)

NJS Motor vehicle services Vulnerable Customer Policy

How do we identify Vulnerable Customers?

In order for NJS to address the needs of Vulnerable Customers we will firstly need to be able to identify them.
There are many risk factors involved including bereavement, illiteracy, illness, disability or other impairments which increase a consumer’s vulnerability.

Our team remains alert to the signs that the person we are talking to may not have the capacity to make an informed decision regarding the implications of the services/agreement that we are making to them.

  The Mental Capacity Act says that a person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process or cannot communicate their decision.

As part of our customer experience at NJS we always look out for vulnerable consumers and we aim to help and support them by:

Training our customer facing staff so they are able to deal with vulnerable customers appropriately.
Observing and involving other members of staff who can provide help and support.
Being patient and taking time to listen and facilitate a conversation with the customer so that they fully understand.
Sharing information with our Partners regarding the customer’s current situation.
Understanding the customer’s needs and demonstrating compassion.
Allocating a familiar primary contact for the customer ensures consistency and trust.
Rewarding, recognising and praising good practice in relation to vulnerable customers.
Simplifying language so it is clear and easy to understand and avoiding use of industry jargon.

What do we look for?

In order to identify vulnerable customers, our staff are trained to ask themselves the following questions:

Do they ask us to speak more slowly?
Do they understand what we are saying?
Can they hear the whole conversation without missing bits?
Are they aware of what is being discussed?
Are they asking unrelated questions?
Do they sound flustered or out of breath when they answer the phone?
Do they say 'yes' to a question that they have not understood?
Do they keep repeating themselves?
Do they suggest another family member deals with things for them?
Do they say they have not understood previous correspondence or communication?

Communicating with Vulnerable Customers

When we communicate with vulnerable customers we ensure that we:

Speak clearly to customers.
Set the expectations for the discussion.
Demonstrate patience and ensure we do not rush them.
Do not assume we know the customers’ needs.
Keep the discussion on the relevant topic.
Offer the customer a different method of communication.
Accept that customers can be forgetful.
Double check the customer has heard what we have said.
Check in case the customer does not have clear vision.
Ask the customer if they need to speak to anyone before they make a decision.
If a customer is not in a position to make a decision or does not have the capacity to do so,
we try to find a family member, carer or someone with authority and with appropriate ID who can act on their behalf.
We ensure that the authorised person knows exactly what is expected of them.
If a vulnerable customer is identified, a senior manager then checks to ensure the customer’s needs have been met.

If you have any questions regarding our Vulnerable Customer Policy please contact us on 01386 555523

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CAR FINANCE CALCULATOR

 Our handy calculator helps you estimate the monthly cost of a Fixed (Hire Purchase) Car Plan

NJS is regulated by the F.C.A reg. no 816798 Close Brothers Car Finance

All Marques Car Sales

If you have a specific vehicle in mind we can source cars , get in touch by email or CALL : 01386 555 523

Alfa Romeo GTV 3.2 V6 24v Lusso 2dr
(2004)

Price £ 14995.00
Mileage 60,333Miles
Fuel Petrol
Body Coupe
Show Details label-hot

Alfa Romeo Giulietta 2.0 JTDM-2 Veloce 5dr
(2011)

Price £ 4450.00
Mileage 85,998Miles
Fuel Diesel
Body Hatchback
Show Details

Alfa Romeo Giulia 2.2 TD Speciale Auto (s/s) 4dr
(2018)

Price £ 20695.00
Mileage 22,582Miles
Fuel Diesel
Body Sedan
Show Details

Alfa Romeo Giulietta 1.4 TB MultiAir Speciale (s/s) 5dr
(2016)

Price £ 12575.00
Mileage 21,466Miles
Fuel Petrol
Body Hatchback
Show Details

BMW 3 Series 3.0 335i SE 2dr
(2007)

Price £ 7250.00
Mileage 83,500Miles
Fuel Petrol
Body Coupe
Show Details

Fiat 500 1.2 8V Lounge (s/s) 3dr
(2015)

Price £ 6150.00
Mileage 42,626Miles
Fuel Petrol
Body Hatchback
Show Details label-hot

Ford Focus 1.6 TDCi Zetec Navigato Navigator 5dr
(2014)

Price £ 7995.00
Mileage 36,998Miles
Fuel Diesel
Body Estate
Show Details

Ford Focus 1.6 TDCi Zetec (s/s) 5dr
(2014)

Price £ 7750.00
Mileage 33,000Miles
Fuel Diesel
Body Hatchback
Show Details

Ford 2.0 TDCi Titanium X Navigator Navigator Powershift
(2014)

Price £ 7895.00
Mileage 54,000Miles
Fuel Diesel
Body Hatchback
Show Details

Ford Kuga 2.0 TDCi Titanium X 4x4 5dr
(2012)

Price £ 6495.00
Mileage 102,998Miles
Fuel Diesel
Body SUV
Show Details

Ford Fiesta 1.25 Edge 5dr
(2011)

Price £ 3350.00
Mileage 77,600Miles
Fuel Petrol
Body Hatchback
Show Details

Ford focus 1.0 SCTi EcoBoost Titanium
(2012)

Price £ 6295.00
Mileage 45,000Miles
Fuel Petrol
Body Hatchback
Show Details

landrover Range Rover Evoque 2.0 TD4 SE Tech Auto 4WD (s/s)
(2015)

Price £ 20995.00
Mileage 51,644Miles
Fuel Diesel
Body SUV
Show Details

Mini Hatch 1.6 One (Pepper) 3dr
(2012)

Price £ 5995.00
Mileage 38,390Miles
Fuel Petrol
Body Hatchback
Show Details

Vauxhall Antara 2.2 CDTi Exclusiv AWD 5dr
(2012)

Price £ 4875.00
Mileage 71,671Miles
Fuel Diesel
Body SUV
Show Details

Volkswagon Tiguan 2.0 TDI BlueMotion Tech Match DSG 4WD (s/s)
(2014)

Price £ 11495.00
Mileage 50,585Miles
Fuel Diesel
Body SUV
Show Details

Volkswagon Golf 2.0 TDI BlueMotion Tech GT 5dr
(2014)

Price £ 9350.00
Mileage 70,221Miles
Fuel Diesel
Body Estate
Show Details

Volkswagon Passat 2.0 TDI SE 5dr
(2007)

Price £ 2675.00
Mileage 102,221Miles
Fuel Diesel
Body Estate
Show Details

Vehicle Finance

FCA number 816798

We are trading as a credit broker and not a lender, and are authorised and regulated by the financial conduct authority, firm reference 816798

We can introduce you to a number of lenders, while providing details of finance products available.

We will not charge a fee for an introduction, but will receive a commission from the lender.

Lenders commission may vary. The commission received does not influence the rate you will pay.

For questions about commission, please speak to us at NJS motor vehicle services.

Representative finance examples are for illustrative purposes only. Finance is subject  to status and credit acceptance.
Terms and conditions apply. Available to 18`s and over and UK residents only.
Guarantees and/or indemnities may be required.
Excess mileage and damage charges may apply if a vehicle is returned.

 

CAR FINANCE CALCULATOR

 Our handy calculator helps you estimate the monthly cost of a Fixed (Hire Purchase) Car Plan

NJS is regulated by the F.C.A reg. no 816798 Close Brothers Car Finance

All Marques Car Sales

If you have a specific vehicle in mind we can source cars , get in touch by email or CALL : 01386 555 523

Alfa Romeo GTV 3.2 V6 24v Lusso 2dr
(2004)

Price £ 14995.00
Mileage 60,333Miles
Fuel Petrol
Body Coupe
Show Details label-hot

Alfa Romeo Giulietta 2.0 JTDM-2 Veloce 5dr
(2011)

Price £ 4450.00
Mileage 85,998Miles
Fuel Diesel
Body Hatchback
Show Details

Alfa Romeo Giulia 2.2 TD Speciale Auto (s/s) 4dr
(2018)

Price £ 20695.00
Mileage 22,582Miles
Fuel Diesel
Body Sedan
Show Details

Alfa Romeo Giulietta 1.4 TB MultiAir Speciale (s/s) 5dr
(2016)

Price £ 12575.00
Mileage 21,466Miles
Fuel Petrol
Body Hatchback
Show Details

BMW 3 Series 3.0 335i SE 2dr
(2007)

Price £ 7250.00
Mileage 83,500Miles
Fuel Petrol
Body Coupe
Show Details

Fiat 500 1.2 8V Lounge (s/s) 3dr
(2015)

Price £ 6150.00
Mileage 42,626Miles
Fuel Petrol
Body Hatchback
Show Details label-hot

Ford Focus 1.6 TDCi Zetec Navigato Navigator 5dr
(2014)

Price £ 7995.00
Mileage 36,998Miles
Fuel Diesel
Body Estate
Show Details

Ford Focus 1.6 TDCi Zetec (s/s) 5dr
(2014)

Price £ 7750.00
Mileage 33,000Miles
Fuel Diesel
Body Hatchback
Show Details

Ford 2.0 TDCi Titanium X Navigator Navigator Powershift
(2014)

Price £ 7895.00
Mileage 54,000Miles
Fuel Diesel
Body Hatchback
Show Details

Ford Kuga 2.0 TDCi Titanium X 4x4 5dr
(2012)

Price £ 6495.00
Mileage 102,998Miles
Fuel Diesel
Body SUV
Show Details

Ford Fiesta 1.25 Edge 5dr
(2011)

Price £ 3350.00
Mileage 77,600Miles
Fuel Petrol
Body Hatchback
Show Details

Ford focus 1.0 SCTi EcoBoost Titanium
(2012)

Price £ 6295.00
Mileage 45,000Miles
Fuel Petrol
Body Hatchback
Show Details

landrover Range Rover Evoque 2.0 TD4 SE Tech Auto 4WD (s/s)
(2015)

Price £ 20995.00
Mileage 51,644Miles
Fuel Diesel
Body SUV
Show Details

Mini Hatch 1.6 One (Pepper) 3dr
(2012)

Price £ 5995.00
Mileage 38,390Miles
Fuel Petrol
Body Hatchback
Show Details

Vauxhall Antara 2.2 CDTi Exclusiv AWD 5dr
(2012)

Price £ 4875.00
Mileage 71,671Miles
Fuel Diesel
Body SUV
Show Details

Volkswagon Tiguan 2.0 TDI BlueMotion Tech Match DSG 4WD (s/s)
(2014)

Price £ 11495.00
Mileage 50,585Miles
Fuel Diesel
Body SUV
Show Details

Volkswagon Golf 2.0 TDI BlueMotion Tech GT 5dr
(2014)

Price £ 9350.00
Mileage 70,221Miles
Fuel Diesel
Body Estate
Show Details

Volkswagon Passat 2.0 TDI SE 5dr
(2007)

Price £ 2675.00
Mileage 102,221Miles
Fuel Diesel
Body Estate
Show Details

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  1. Tuning & Remapping
  2. Reviews
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  4. Abarth

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NJS Alfa Romeo

Pershore Trading Estate

Pershore

Worcestershire

WR10 2DD

Telephone : 01386 555 523

Contact Us

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