Complaints procedure

A key objective of The Federation of Engine Re-Manufacturers continues to be to maintain high standards of workmanship and customer care in the engine re-manufacturing industry. For that reason the Federation’s Code of Practice includes a full Complaints, Conciliation and Arbitration Service, details of which are available on request. A Guide to the latter is provided here.

In the first instance the customer should try to reach amicably a satisfactory and reasonable resolution with the member from whom the goods or services were purchased. This should be done as soon as possible after the defect is discovered to save further damage being done. All FER members are committed to our high standards of workmanship and service and will afford their customers any reasonable help that is necessary.

In those cases where a customer considers the complaints procedure has been exhausted (i.e. a satisfactory resolution still has not been found following the customer’s complaint to the supplier), in line with the Code of Practice the customer may formally refer the complaint to the Federation for conciliation (or arbitration). The form below is provided to assist this: it can be printed out (or downloaded) and once completed should be returned with any relevant correspondence to the F.E.R. (at the address provided at the bottom of the form) who will acknowledge receipt and begin the conciliation (or arbitration) service procedure.

Click Here to download a printerable copy of the complaints form