Complaints & Dispute Resolution Policy

Explains acknowledgement, evidence, assessment, proposed outcomes, escalation, privacy and external complaint pathways.

What this standard covers

• Raise the issue with the booking, order or invoice reference and the outcome sought.
• We acknowledge and assess complaints objectively, communicate expected timing and keep a decision record.
• Urgent safety, privacy and payment concerns receive priority triage.
• Customers may provide further information and request internal review of a decision.
• External rights and complaint bodies remain available where applicable.

Your rights and responsibilities

Please provide accurate information, review the confirmed scope and contact us promptly if circumstances change or a concern arises. Culture Automotive will communicate material changes and seek authorisation where required.

Nothing in this document excludes, restricts or modifies a right, guarantee, remedy or liability that cannot lawfully be excluded. Where this policy conflicts with mandatory law, the law prevails.

Questions, complaints and records

Contact support@culture-automotive.com with the relevant booking, order, invoice or vehicle reference. We may request reasonable information needed to investigate and will explain the outcome and available escalation path.

Version: 2.0 · Effective: 2026-09-03 · Next review: 2027-03-03