Erroneous Description and Subsequent Illegal Sale of an Autocruise Starblazer Motorhome by Marquis Motorhomes
June - July 2014

The Origin of the So-called 'Complaints Procedure'

Barry and Margaret Williamson 

Start with: Introduction and Overview

The Previous File: Comment on the So-called 'Complaints Procedure'

The Next File: Marquis: Their Self Promotion

See all Nine Files at: Marquis Malpractice  

This is the almost unbelievable story of how Marquis Motorhomes failed to deal with any of the several complaints we made arising from their mis-advertising and mis-selling of an overweight motorhome from their South Yorkshire branch and how they refused to refund the money we had paid without inordinate delay and draconian conditions.

27 July 2014

Dear John

It turns out that your 'complaints procedure' was written in its present form as a WORD document at 10.48 on the morning of Friday 11 July, two days after we first made our complaint about the mis-selling of the Autocruise Starblazer. It was written by Chris Bennion, the manager of the Marquis Sussex branch. There were no previous versions of the file.

Of course, we don't know when you received this document and the circumstances in which it came to you and there are a number of possibilities to explain this rather strange finding. Here are two:

(1) It was a draft being circulated by Chris Bennion on behalf of the Group After Sales Manager for comment and improvement by branch managers before being taken up as official Marquis policy. It certainly needs improvement. It demonstrates only a lack of knowledge about what is required.

or

(2) It was the result of a conspiracy to claim that there was a complaints procedure in place, when in fact it didn't exist at the time of our complaint. This was compounded by you claiming that we were following this non-existent procedure, one we only saw today in its rather absurd and amateurish form.

We think that this nonsense should now end; it is getting out of hand and none of it is good for the reputation of the Marquis brand. Fine words and promises are one thing; competence and appropriate action is another.