Complaint Procedure and Form

The Federation of Engine Re-Manufacturers was established in 1937 to raise standards in the engine re-manufacturing industry. Since then we have strived to achieve higher and higher standards in both workmanship and customer care.

From time to time, however, things do go wrong and a customer has to complain. In the first instance we would suggest that you go back to the member from whom you have purchased the goods or service and try to sort the matter out amicably between you. This should be done as soon as possible after the defect is discovered to save further damage being done. All our members are committed to a very high standard of workmanship and service, and will afford you any reasonable help that is necessary.

If, however, you cannot settle the matter between you, then the next step is to make a formal complaint to the Federation. To do this you can print out (or download) the form below and return it to the address at the bottom. Once we recieve this, our conciliation service will take over. For more details please see the FER Code of Practice.

 

Compaint Form

You can printout this form and post it to the address below
or download a word document version here

Your Details  

Title:

Forename:

Surname:

Address:

Town:

County:
Post code:

Phone:

E-mail address:
Federation members details  

Federation members/company name:
Company Address:

Town:

County:

Post code:
Phone:
Payment details
Price paid for the work: £
Have you paid all the money due?:

yes no:

If no, what amount remains outstanding?: £
how was the money paid?: cheque cash credit card debit card
The Contract  
please give details of the work carried out:
was there a written estimate or quotation given for the work : yes no:
(if yes please attach copy)
was any extra work agreed to: yes no:
if yes please give details:
Was the work subject to any formal guarantee?: yes no:
(if yes please attach copy)
State date when work was agreed to start:
The Complaint  
Describe any work carried out which is unsatisfactory. Please give details of events leading to failure and all relevant information:
Have you informed the FER member of the problem?: yes no:
If yes, has any attempt been made to rectify the faults? Please give details:
Have you obtained any professional reports on the work?: yes no:
(if yes please attach copy)
Have you complained to the Trading Standards?: yes no:
 
if yes, what have they advised?:
Have you consulted a solicitor?: yes no:
If yes, what has he advised?:
What outcome are you hoping to achieve in this dispute
You can printout this form and send it to the address below
signiture: date:

 

Please make sure that copies of all documents relating to this complaint are sent with this form e.g. correspondence, quotations, invoices, receipts, warranties etc. In signing this form, it is assumed that you are giving your approval for the FER to send copies of your documentation to the member concerned. Thank you for your assistance. The Federation of Engine Re-Manufacturers will acknowledge receipt of this completed form, and take the matter up with the member.
   
Fedaration of Engine Re-Manufacturers
59 Mewstone Avenue
Wembury
Plymouth
PL9 OJT 		Tel: 01752 863681
Fax: 01752 863682
email: ferm@btinternet.com