The Motorhome Man Leisure Vehicle Services Ltd
Complaints, Warranty & Payment Policy
1. Warranty and Guarantee
1.1 Parts Warranty
All parts supplied and fitted by The Motorhome Man Leisure Vehicle Services Ltd ("the Company") are covered by a warranty period of twelve (12) months from the date of installation, or for the duration of the manufacturer's warranty, whichever period is longer. This warranty is subject to the terms, conditions, and exclusions imposed by the original manufacturer.
1.2 Workmanship Guarantee
The Company guarantees all workmanship carried out by its technicians for a period of six (6) months from the date the work is completed. This guarantee covers defects arising solely from faulty workmanship and does not extend to normal wear and tear, misuse, accidental damage, third-party interference, or failure of parts not supplied by the Company.
2. Complaints Procedure
The Company is committed to providing a professional and high-quality service. Should a customer be dissatisfied with any aspect of our services, the following complaints procedure shall apply:
- Submission of Complaint: All complaints must be submitted in writing via email to [email protected].
- Acknowledgement: The Company will acknowledge receipt of the complaint in writing within forty-eight (48) hours of receipt, excluding weekends and public holidays.
- Investigation: All complaints will be reviewed by a Director of the Company and investigated fairly, impartially, and in accordance with the facts available.
- Resolution: The Company aims to provide a final response within six (6) weeks of receipt of the complaint. Where additional time is required, the customer will be kept informed of progress and provided with an updated expected resolution date.
3. Payment Terms
3.1 Invoice Payment
Unless otherwise agreed in writing, all invoices issued by the Company are payable in full within seven (7) calendar days of the invoice date.
3.2 Advance Payment for Parts
The full cost of any parts valued at more than £50.00 (including VAT) must be paid in advance before parts are ordered or work is commenced.
Whilst the Company will make every reasonable effort to provide accurate delivery estimates, all delivery dates are provided in good faith and are subject to the performance of third-party suppliers, manufacturers, and courier services. The Company shall not be held liable for any delays in the supply, manufacture, or delivery of parts that are outside its reasonable control. Such delays shall not constitute grounds for cancellation, compensation, or claims against the Company.
3.3 Labour Charges
Labour is charged at the Company's prevailing rate of £100.00 per hour, inclusive of VAT (effective June 2026), unless otherwise agreed in writing.
3.4 Travel and Mileage Charges
Where services are provided outside the Company's standard operating radius, travel time shall be charged at £3.00 per minute plus VAT. Any additional travel expenses incurred may also be charged where applicable.
4. Late Payment and Debt Recovery
4.1 Late Payment Administration Fee
Any invoice remaining unpaid after seven (7) calendar days from the invoice date may be subject to an administration charge equal to twenty-five percent (25%) of the outstanding balance.
4.2 Interest on Overdue Accounts
The Company reserves the right to charge interest on overdue sums in accordance with applicable United Kingdom legislation governing late payments and debt recovery.
4.3 Debt Recovery and Suspension of Services
Accounts remaining unpaid for sixty (60) days or more may be referred to a third-party debt recovery agency or legal representative. The customer shall be responsible for any reasonable costs incurred in recovering the debt where permitted by law. The Company reserves the right to suspend or refuse further services until all outstanding balances, fees, interest, and recovery costs have been paid in full.
5. General Provisions
The Company reserves the right to amend this Policy at any time without prior notice. The latest version will always be available on the Company's website.
Nothing within this Policy shall affect a customer's statutory rights under applicable United Kingdom consumer protection legislation.