Putting things right
Most things are sorted with a phone call. If yours is not, this is what we do and how long it takes.
Start here
Ring 07916353217 or email enquiries@arkvehicles.co.uk. Have your order or job reference to hand — it is on your confirmation email, and it saves us both a search.
Tell us what happened, what you would like done, and the best way to reach you.
We acknowledge it within one working day
So you know it reached a person rather than an inbox. If we can fix it there and then, we will.
We look into it and reply within five working days
If it needs longer — a part to come back to us, or a supplier to answer — we tell you that, and when to expect a decision, rather than going quiet.
We tell you what we found and what we are doing
In writing if you want it in writing. If we got it wrong we say so, and we put it right.
If you are still unhappy, ask for it to be looked at again
A director reviews it. That is the end of our own procedure, and we will say so plainly rather than leaving you waiting.
You are not tied to our decision. Depending on what the complaint is about, you can take it further:
• A part or a vehicle — Citizens Advice consumer service on 0808 223 1133 can advise, and can refer the matter to Trading Standards.
• How we handled your information — the Information Commissioner's Office at ico.org.uk or 0303 123 1113.
• A payment — your card issuer or Klarna, whichever you paid with.
None of this affects your legal rights, which are summarised in our terms of sale.
If a part simply does not fit, or you have changed your mind within fourteen days, you do not need this procedure — ring us and we will deal with it as a return. The terms of sale set out who pays carriage in each case.