Complaints Procedure

Step 1: Contact Us

• Email: info@staykool.co.uk

• Include: Your name, contact info, vehicle registration, and a clear explanation of the issue.

• Resolution Timeline: We aim to resolve complaints within 24 hours.

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Step 2: Escalate to The Motor Ombudsman

If unsatisfied with our response:

• Website: www.themotorombudsman.org

• Phone: 0345 241 3008

• Email: enquiries@tmo-uk.org

• Submit: Complete the online complaints form with supporting documents.

• Process: They will review the case and work towards an impartial resolution. If unresolved, a legally binding decision may be issued.

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Legal Policies

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Data Protection and Privacy

We comply with GDPR and the Data Protection Act 2018. Your personal information is used solely for service-related communication and is stored securely.

Force Majeure

We're not liable for delays or failures caused by events beyond our control, such as natural disasters or government actions.

Indemnity

You agree to indemnify and hold us harmless from any claims, losses, or damages arising from your use of our services.

Changes to Terms

We may update these terms. Please retain a copy of the terms effective at the time of your booking.

Dispute Resolution

Any disputes should be brought to our attention promptly. We'll aim to resolve them amicably.

Customer Satisfaction

We value your feedback. If you have concerns, please contact us promptly for resolution.

Limited Liability

Staykool Ltd’s liability is limited to the total value of the services provided. We're not liable for indirect or consequential damages.

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CCTV Footage Retention Policy (Effective: July 24, 2024)

Purpose

CCTV is used on our premises for the safety and security of customers, staff, and property, including monitoring our car air conditioning services.

Retention Period

Footage is retained for 12 months from the recording date to address any complaints or disputes.

Access to Footage

Access is limited to authorized personnel and is only reviewed when necessary for security purposes, to address complaints, or as required by law.

Data Protection

We adhere to GDPR and the Data Protection Act 2018. CCTV footage is stored securely and not used for purposes other than those stated.

Requests for Access

Individuals can request access to footage containing their image by writing to info@staykool.co.uk. We will respond within one month, in accordance with data protection laws.

Security Measures

We implement appropriate measures to ensure the security of CCTV footage and protect it from unauthorised access, alteration, or deletion.

Contact Information:

Staykool Ltd
2 Verbena Drive
Derby
DE23 2HS
Email: info@staykool.co.uk