Camper Vinn LTD – Complaints Procedure
1. Our commitment
At Camper Vinn LTD, we aim to deliver high-quality campervan conversions and an excellent customer experience. If something goes wrong, we will take your complaint seriously, handle it fairly, and work to put things right as quickly as possible.
2. What is a complaint?
A complaint is any expression of dissatisfaction about:
- The quality of workmanship or materials
- Delays, missed milestones, or communication issues
- Billing, payments, or refunds
- Damage, defects, or missing items
- Behaviour or service from our team or subcontractors
If you are unsure whether your issue is a complaint, contact us and we’ll guide you.
3. How to raise a complaint
Please contact us using one of the methods below:
Complaints Contact: Complaints Manager, Camper Vinn LTD
Email: info@campervinn.uk
Phone: +44 7777 702506
Address: Unit 1D, South March, Daventry, NN11 4PH
Business hours: Monday – Friday, 09:00 – 17:00.
To help us resolve your complaint faster, please include:
- Your name, contact details, and vehicle registration/VIN (if available)
- Your job/order reference (if available)
- A clear description of the issue
- Dates, photos/videos, and any supporting documents
- What outcome you are seeking (e.g., repair, replacement, adjustment, apology)
4. Our complaints process and timelines
Step 1 – Acknowledgement (within 2 business days)
We will confirm we’ve received your complaint and provide:
- The name of the person handling it
- A reference number
- The next steps and expected timescales
Step 2 – Investigation (typically within 10 business days)
We will review:
- Your order specification / conversion agreement
- Build notes, photos, and quality assurance checks
- Supplier/subcontractor records (if relevant)
- Any inspection results
We may ask for more information or request to inspect the vehicle.
Step 3 – Resolution proposal (within 15 business days of acknowledgement)
We will provide a written response including:
- What we found
- Whether we uphold the complaint (fully, partially, or not upheld)
- What we propose to do and by when
If the issue is complex (e.g., parts lead times or third-party inspections), we’ll explain why and give you an updated target date.
Step 4 – Completion of remedy (agreed timeline)
If we agree on a remedy, we will schedule the work and confirm:
- What will be done
- Who will do it
- Dates/times and vehicle drop-off/collection requirements
- Any temporary safety guidance (if relevant)
5. Remedies we may offer
Depending on the complaint, remedies may include:
- Rectification/rework (repairing workmanship or fitting issues)
- Replacement of faulty parts/materials
- Adjustment to the final invoice (where appropriate)
- Goodwill gesture (case-by-case)
- A clear explanation when we believe the product/service is compliant with the agreed specification
All remedies are subject to reasonable access to inspect the vehicle and to verify the issue.
6. Urgent safety issues
If you believe there is a safety-critical issue (e.g., gas, electrics, seatbelts, structural integrity):
- Stop using the affected system immediately
- Contact us as soon as possible by phone
- If you smell gas or suspect an immediate hazard, move to a safe area and contact emergency services/qualified professionals where appropriate
We will prioritise safety-related complaints and aim to respond within 24 hours (business days).
7. Vehicle inspections and access
Some complaints require inspection at our premises. If this is needed:
- We will agree a suitable date/time
- You must ensure the vehicle is clean enough to allow inspection and safe to access
- Please do not attempt repairs yourself or through third parties before we inspect, unless necessary for safety – tell us first where possible
Unauthorised third-party repairs may limit our ability to verify causes and may affect warranty coverage.
8. Complaints about delays
We will provide clear updates where delays arise due to:
- Parts lead times or backorders
- Supplier or courier delays
- Additional work requested or approved changes
- Discovery of hidden issues with the base vehicle
Where a timeline changes, we will communicate revised milestones and options.
9. Escalation (if you’re not satisfied)
If you are unhappy with our response, you can request escalation within 10 business days of receiving our decision.
Your complaint will then be reviewed by a senior manager or director not previously involved. We will respond within 10 business days of escalation (or confirm revised timescales if complex).
10. Keeping records
We keep a record of all complaints and outcomes to improve our processes. We handle your data in line with our privacy practices and applicable UK data protection laws.
11. Good faith and respectful communication
We’re committed to respectful communication and ask customers to do the same. We will not tolerate abusive or threatening behaviour towards our team.
12. Procedure review
This complaints procedure is reviewed periodically and updated as our business grows.