IVECO BODYBUILDER PROGRAMME

The IVECO Bodybuilder programme “code of conduct”:

• Annual visit to head office and workshop facilities by IVECO UK to view working practices
• Be honest in all dealings with customers
• Be realistic in regards to work dates and the length of time required to carry out a contract
• Be courteous and respectful to all customers
• Reply to and deal with any customer complaints received promptly and without confrontation or abuse
• Keep the customers notified regarding all aspects of works being undertaken
• Advise the customer before commencing any additional works that would incur additional cost due to a variation in the original contract adding any variations agreed with the customer to original contract. This will then be signed as an addition by both parties
• Never being verbally or physically abusive to, or threatening a customer in any way
• Do not ask a customer to complete feedback in your presence or offer to post feedback for them

The Bodybuilder complaints procedure:

• Any complaints made by the customer will receive a written reply from the Bodybuilder who must contact the customer to resolve the complaint as soon as possible
• the internal escalation process must be followed where a complaint cannot be resolved by the first line team
• Any unresolved complaints must be referred to an independent ombudsman (FTA/VBRA) to rule impartially on a decision