The Motorhome Man Leisure Vehicle Services Ltd
Complaints, Warranty & Payment Policy
Clear, practical terms covering our work, warranties, parts, prices, travel charges, appointments, invoices and complaints.
Last updated: 29 September 20261. About this policy
This policy applies to work carried out by The Motorhome Man Leisure Vehicle Services Ltd (“we”, “us” or “the Company”). It should be read together with the relevant quotation, service description, booking confirmation and any written terms supplied for the job.
We aim to make our terms clear before work begins. Prices stated in this policy include VAT at the prevailing rate, currently 20%, unless we expressly state otherwise.
If a written quotation or booking confirmation contains a specific term for a particular job, that specific term will apply to that job. Nothing in this policy removes or restricts a customer’s statutory rights.
2. Service standards, warranties and claims
Our service standard
We will perform our services with reasonable care and skill. We will use suitably competent personnel and will explain any significant findings or recommended further work.
Parts supplied and fitted by us
Parts supplied and fitted by us carry a 12-month commercial warranty from the installation date, or the manufacturer’s published warranty period where that is longer. Manufacturer conditions and exclusions may apply.
Our workmanship
We provide a six-month workmanship guarantee from the date the work is completed. It covers faults caused by our installation or workmanship.
What is not covered
The commercial guarantees do not cover normal wear and tear, misuse, neglect, accidental damage, unauthorised alteration, third-party interference, pre-existing defects, or failure of a part we did not supply where the failure was not caused by our workmanship.
Making a warranty claim
Please contact us promptly with the job or invoice number, vehicle details and a clear description of the issue. Photographs or supporting documents may help. We may need a reasonable opportunity to inspect the vehicle and, where appropriate, put the work right before third-party repairs are arranged.
3. Parts and materials
Parts ordered by us
Parts costing more than £50 including VAT must normally be paid for in full before we place the order. We will identify special-order or non-stock parts where reasonably possible.
Quoted delivery dates are estimates. We will keep customers reasonably informed, but we are not responsible for supplier, manufacturer or courier delays outside our reasonable control. This does not affect rights that cannot legally be excluded.
Cancellation or return of an ordered part will depend on the customer’s statutory rights, the nature of the part and any lawful supplier return restrictions. Any proposed deduction or charge will be explained.
Customer-supplied parts
We do not fit used, second-hand, salvaged or previously fitted parts supplied by customers.
We may decline any new or reconditioned customer-supplied part if, in our reasonable professional opinion, it is unsuitable, incompatible, unsafe, incorrectly specified, damaged, incomplete, of inadequate quality, or unsupported by satisfactory identification, approval or documentation.
If we agree in writing to fit a customer-supplied part, we do not provide a warranty for the part itself. Our workmanship guarantee continues to cover the installation work we perform. Diagnosis, removal or replacement following failure of the supplied part may be chargeable where the failure was not caused by our workmanship.
4. Prices, labour, additional work and travel
Labour
Unless a fixed price or different rate is agreed in writing, labour is charged at £102 per hour including VAT. Time is recorded reasonably according to the work carried out.
Additional work
If we identify work outside the agreed scope, we will explain what is required and obtain the customer’s approval before carrying out additional chargeable work, except for proportionate action reasonably required to make an immediate situation safe.
Travel from HP6 6QQ
Our standard pricing includes the first 30 minutes of the outward journey from HP6 6QQ to the service address. If the estimated outward journey is longer than 30 minutes, only the minutes above 30 are chargeable at £1 plus VAT per minute (£1.20 including VAT).
For consistency, estimated journey time will normally be checked using a commonly used route planner for travel at approximately 10:00am on a weekday. We will normally confirm any travel charge before the appointment is agreed. Necessary parking, toll, congestion-zone or other exceptional access costs may also be charged if explained to the customer.
Work outside the 30-minute travel area is subject to availability. The Company may decline work at service addresses more than 30 minutes from HP6 6QQ, particularly during the peak summer season when local demand is high. An enquiry is not accepted as a booking until we confirm the appointment.
5. Invoices and payment
Payment deadline
Invoices must be paid in full within five working days of issue, unless we have agreed a different deadline in writing. Working days are Monday to Friday, excluding bank holidays in England and Wales. Count from the first working day after the invoice issue date; payment is due by the end of the fifth working day.
For example, an invoice issued on Monday is due by the end of the following Monday, provided there are no bank holidays in between. Payment is treated as received when cleared funds reach us.
Overdue invoices and non-payment
If an invoice is not paid by the due date, we may send reminders and contact the customer to resolve the outstanding balance. We may pause unfinished non-essential work, decline further bookings or require payment in advance while the account remains overdue.
Queries and disputes: if you believe an invoice is incorrect, please contact us promptly and explain which charges you dispute. We will review the issue through our complaints procedure. Any undisputed amount remains payable under the applicable payment terms.
If an undisputed balance remains unpaid, we may send a formal letter before action, refer the account to a debt-recovery provider or make a County Court claim.
If a court orders payment and the judgment is not paid, we may ask the court to enforce it. This may include applying for a warrant of control carried out by a County Court bailiff or authorised enforcement agent. Bailiff or enforcement-agent action does not begin merely because an invoice is overdue; it normally requires a court judgment and a further enforcement application.
Court fees, enforcement fees, interest and reasonable recovery costs may be added only where the applicable contract, legislation or a court order permits. Statutory late-payment interest and fixed recovery compensation apply only to qualifying business-to-business transactions.
6. Cancellations, missed appointments and access
Changing or cancelling your appointment
Please give at least two full working days’ notice to cancel or rearrange without a missed-visit charge. Working days are Monday to Friday, excluding bank holidays in England and Wales. The day notice is received and the appointment day do not count as full notice days.
For example, for a Monday appointment, please notify us by the end of Wednesday so that Thursday and Friday are two full working days, provided neither is a bank holiday.
Contact Zara in the office on 01494 341 301, reply to your booking message, or email [email protected]. Please include your name, appointment date and job reference. We will acknowledge your request; please contact us again if you have not received a response.
Short-notice cancellations and missed visits
If you give less than two full working days’ notice, miss the appointment, or we cannot carry out the booked work because the vehicle, keys, access or other arrangements agreed in advance are unavailable, we may charge up to £180 including VAT (£150 plus VAT).
This is a maximum, not an automatic fixed charge. Any charge will be limited to the reasonable net loss directly caused, taking account of costs saved, reasonable steps to reduce our loss, and income from a replacement booking. We will reduce or waive the charge where we avoid or recover the loss, explain how any charge is calculated, and will not recover the same loss twice.
Exceptions and your rights
We will consider genuine emergencies individually and may reduce or waive the charge. No missed-visit charge applies if we cancel or cannot attend, or if the visit cannot proceed because of a failure on our part.
We will draw these conditions to your attention before you confirm a booking. They do not remove or restrict statutory cancellation rights, including any applicable cooling-off period. Where those rights apply, any permitted charge for work already carried out will be dealt with under the applicable law, rather than automatically applying this missed-visit charge.
7. Complaints procedure
We take complaints seriously and want the opportunity to investigate and resolve concerns fairly.
- Send the complaint in writing. Email [email protected]. Include your name, job or invoice number, vehicle details, what went wrong, the outcome you are seeking and any supporting evidence.
- Acknowledgement. We aim to acknowledge the complaint within two working days.
- Investigation. A Director will review the available evidence. We may ask questions or request a reasonable opportunity to inspect the vehicle or the work concerned.
- Final response. We aim to provide a written final response within 28 calendar days. If the matter is unusually complex or more time is reasonably required, we will explain why and provide an updated response date.
Approved Workshop Scheme dispute resolution
For an eligible complaint concerning habitation servicing or an associated repair carried out under the Approved Workshop Scheme, the customer may contact the Approved Workshop Scheme Informal Dispute Resolution Service (AWSIDRS) if the complaint remains unresolved after 28 calendar days, if we have not responded within that period, or after receiving our written final decision.
AWSIDRS has its own eligibility requirements and time limits. Customers should review the current guidance before submitting a complaint.
- Email: [email protected]
- Website: approvedworkshops.co.uk/awsidrs
- Post: AWSIDRS, Catherine House, Victoria Road, Aldershot, Hampshire GU11 1SS
8. General terms
The version of this policy in force when a booking is accepted will normally apply to that booking. We may update the policy for future work, but changes will not be applied retrospectively unless required by law or agreed with the customer.
If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply. A delay in enforcing a right does not mean that right has been waived.
Nothing in this policy excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Nothing affects a customer’s statutory rights.
Contact us about this policy
The Motorhome Man Leisure Vehicle Services Ltd
Email: [email protected]
Telephone: 01494 341 301
Please include your job or invoice number wherever possible so we can locate the relevant records quickly.