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Complaints Procedure

Here at Eden Mobility, quality, combined with value for money, form the bedrock of our business. We enjoy an almost unblemished customer complaints record, and we work hard to keep it that way.

If you have a complaint about any of the products and/or services provided by Eden Mobility, please formalise your complaint by writing to us with as much detail as possible, to Eden Mobility (Complaints), 16-20 High Street East, Scunthorpe, Lincolnshire, United Kingdom, DN15 6UH.

Upon receipt of your complaint letter, we commit to the following:

  • We will acknowledge your complaint within 7 days of receipt.
  • Except for holidays or absence, a single individual will deal with your complaint to achieve a satisfactory and fair resolution.
  • You will be kept suitably informed of all actions and progress whilst we investigate your complaint thoroughly.
  • We will endeavour to reach a satisfactory and fair resolution within 28 days of the complaint being received. We will write / email you our conclusion of your complaint, capturing all details, points, and considerations, that have informed that conclusion.

Please note that in the interests of recording all complaints with complete accuracy, only those that are made in writing will be treated as 'formal', and afforded the level of attention and investigation detailed above.

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