The Motorhome Man Leisure Vehicle Services – Complaints, Warranty & Payment Policy

The Motorhome Man Leisure Vehicle Services

Complaints, Warranty & Payment Policy

Warranty & Guarantee

Parts Warranty: All parts supplied and fitted by The Motorhome Man Leisure Vehicle Services are covered for 12 months, or for the duration of the manufacturer’s warranty, whichever is longer.

Workmanship Guarantee: All workmanship carried out by our technicians is guaranteed for 6 months from the date of completion.

Complaints Procedure

We are committed to delivering a high standard of service. If you are dissatisfied for any reason, please follow our formal complaints process:

  • Submission: All complaints must be submitted in writing to [email protected].
  • Acknowledgement: You will receive written acknowledgement of your complaint within 48 hours of receipt.
  • Review & Investigation: All complaints are reviewed directly by our Directors, who will conduct a full and fair investigation.
  • Resolution Timeframe: We aim to resolve all complaints within 6 weeks. If additional time is required, we will provide regular updates on progress and expected completion.

Payment Terms

Standard Payment Terms: All invoices must be paid within 7 days of issue.

Upfront Payments for Parts: All parts costing over £50 must be paid in full upfront before any work commences.

Labour Charges: Standard labour rate is £95 per hour inc VAT (updated April 2026), payable upon completion of the work.

Mileage Charge: Mileage outside our working radius is charged at £3 per mile plus VAT.

Late Payment & Collection Policy

Late Payment Fee: Failure to make payment within 7 days of the invoice date will result in a 25% late payment fee being added to the total amount due, without further notice.

Ongoing Interest Charges: Invoices outstanding beyond 30 days will incur daily interest at 3.75%, based on the Bank of England base rate, up to a maximum of 60 days.

Debt Recovery: After 60 days, unpaid balances will be referred to a debt collection agency. Your account will be suspended, and no further services will be provided until the outstanding balance—including all fees and charges—has been paid in full.

Contact

For any queries or concerns relating to this policy, please contact: [email protected]