Complaints Procedure

Northwest Engines

Customer Complaints Policy

1. Purpose

Northwest Engines is committed to supplying professionally reconditioned engines and associated services to the highest standards. We recognise that, despite rigorous quality control procedures, concerns may occasionally arise.

This policy explains how Northwest Engines manages customer complaints fairly, consistently and promptly while complying with the Consumer Rights Act 2015 and other applicable UK legislation.

Nothing in this policy limits or excludes a customer's statutory rights.

2. Scope

This policy applies to complaints relating to:

Reconditioned engines

Engine rebuilds

Engine repairs

Supply of replacement engines

Engine components

Warranty claims

Installation issues

Delivery or collection

Customer service

Invoicing and payment matters

3. Our Commitment

Northwest Engines will:

Treat every complaint professionally and impartially.

Acknowledge complaints promptly.

Investigate all relevant evidence.

Communicate clearly throughout the investigation.

Resolve genuine complaints as quickly as reasonably possible.

Use complaint outcomes to improve our products and services.

4. How to Make a Complaint

Complaints may be submitted by:

Email: Info@northwestengines.co.uk

Telephone: 01204 859044

Post:

Northwest Engines

Dane Mill, Bridgefield St, Rochdale OL11 4EY

Customers should provide wherever possible:

• Customer name
• Invoice number
• Vehicle registration
• Vehicle VIN
• Engine serial number
• Mileage at installation
• Mileage when issue occurred
• Description of fault
• Supporting photographs or videos
• Diagnostic reports (if available)

5. Complaint Handling Procedure

Stage One – Acknowledgement

• Complaints will normally be acknowledged within 2 working days.
• Customers will receive:
• Confirmation the complaint has been received
• Name of the person managing the complaint
• Expected investigation timescale

Stage Two – Investigation

Our investigation may include:

Reviewing build records

Reviewing machining records

Reviewing quality control documentation

Reviewing installation evidence

Reviewing warranty documentation

Examining returned parts

Consulting independent engineers where appropriate

Where necessary we may request additional information before reaching a decision.

Stage Three – Final Response

We aim to issue a written outcome within 10 working days.

Where complex technical inspections are required, customers will be informed if additional time is necessary.

6. Engine Installation Requirements

To ensure reliability and preserve warranty coverage, reconditioned engines must be installed using accepted industry standards.

Customers or installers may be asked to provide evidence that installation was carried out correctly.

• This may include:
• Proof of professional installation or detailed installation records.
• Replacement of timing components where specified.
• Replacement of oil pump where recommended.
• Replacement or inspection of oil cooler.
• Replacement or flushing of radiator.
• Cooling system flush.
• Heater matrix flush.
• Intercooler cleaning where applicable.
• Replacement of filters.
• Replacement of engine oil using manufacturer-approved specification.
• Replacement of coolant using manufacturer-approved specification.
• Injector testing where applicable.
• Turbocharger inspection or replacement where necessary.
• ECU fault code report before and after installation.

Failure to rectify faults external to the supplied engine that subsequently cause damage may invalidate warranty coverage where those faults are proven to have caused the failure.

7. Warranty Inspections

Where a warranty claim is made, Northwest Engines reserves the right to inspect the engine before authorising repair, replacement or reimbursement.

Customers must not:

dismantle the engine;

authorise repairs by third parties; or

dispose of components

without prior written agreement from Northwest Engines, except where necessary to prevent immediate safety risks.

Inspection may include:

Collection of the engine

On-site inspection

Independent engineer's report

Strip-down inspection

Oil sample analysis

Coolant analysis

Examination of failed components

Reasonable cooperation during the inspection process is required to ensure a fair assessment.

8. Warranty Exclusions

Warranty claims may be declined where failure results from circumstances including, but not limited to:

• Incorrect installation.
• Incorrect timing.
• Oil starvation.
• Coolant loss.
• Overheating.
• Lubrication failure.
• Fuel contamination.
• Failure of ancillary components.
• Turbocharger failure.
• Injector failure.
• ECU faults.
• Lack of maintenance.
• Excessive loading.
• Competition or motorsport use.
• Vehicle modification.
• Abuse or misuse.
• Continued operation after warning signs or fault indications.
• Failure to follow installation instructions supplied by Northwest Engines.

Each complaint will be assessed individually on its own merits.

9. Consequential Loss

Where permitted by law, Northwest Engines does not accept liability for indirect or consequential losses arising from engine failure.

• Examples include:
• Vehicle recovery costs.
• Loss of earnings.
• Loss of business.
• Hire vehicle costs.
• Accommodation expenses.
• Missed appointments.
• Loss of profits.
• Damage to third-party property unless caused by our negligence.

This exclusion does not apply where liability cannot legally be excluded under UK law.

10. Consumer Rights Act 2015

Where customers purchase as consumers, Northwest Engines recognises its obligations under the Consumer Rights Act 2015.

Customers have statutory rights including that goods supplied must be:

of satisfactory quality;

fit for their intended purpose; and

as described.

Where a genuine fault is identified that falls within statutory rights, Northwest Engines will provide an appropriate remedy, which may include:

repair;

replacement;

price reduction; or refund,

depending upon the circumstances and the remedies available under the Consumer Rights Act 2015.

Nothing within this complaints policy or our warranty terms seeks to exclude or restrict statutory consumer rights.

Business-to-business transactions are governed primarily by the agreed contract terms and applicable commercial law.

11. Complaint Outcomes

Following investigation, Northwest Engines may:

Provide technical advice.

Repair the engine.

Replace the engine.

Replace specific components.

Honour the warranty.

Offer a goodwill contribution where appropriate.

Reject the complaint where evidence demonstrates no manufacturing or workmanship defect exists.

Every decision will be supported by the evidence available.

12. Escalation Procedure

If a customer is dissatisfied with the outcome, they may request a review by senior management.

The review will consider:

Original complaint

Investigation records

Additional evidence

Independent reports where available

A final written response will normally be issued within 10 working days.

13. Alternative Dispute Resolution

Where appropriate, Northwest Engines may agree to participate in an Alternative Dispute Resolution (ADR) process or appoint an independent automotive engineer to assist in resolving technical disputes.

Participation in ADR does not affect a customer's legal rights.

14. Confidentiality

Complaint information will be treated confidentially and processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

15. Continuous Improvement

• All complaints are recorded and periodically reviewed to identify:
• recurring technical issues;
• opportunities to improve rebuild processes;
• customer service improvements;
• training requirements; and
• quality assurance enhancements.

16. Contact Details

Northwest Engines

Address: Dane Mill, Bridgefield St, Rochdale OL11 4EY

Telephone: 01204 859044

Email: info@northwestengines.co.uk

Website: www.northwestengines.co.uk