If you have any concern about our products or services, please get in touch and we will be happy to help in any way we can. Naturally, we trust that you never have cause to complain but should you be faced with this situation, please take the matter up with the Sales or Service Manager at your dealership. It always helps when doing so if you can provide written details of the problem, especially if the matter concerns other departments in the dealership. This course of action should be all that is required to resolve your complaint but should you still continue to be dissatisfied with the situation, you should write to the Branch Manager.
Marquis Motorhomes & Caravans is a member of the NCC Approved Dealership schemes (Motorhomes & Tourers). A key commitment under the Codes that lie at the heart of the schemes, is that we maintain a clear and formal written complaints procedure and take effective and immediate action to try and resolve any customer complaint.
Our procedure is as follows:
1. If you wish to escalate your complaint, please either write or send an email to the Branch Manager of your supplying dealer, who's contact email and address details are within their branch page of locations pages.
a. Marquis will acknowledge your complaint by letter, email or phone, within 2 working days of receipt.
b. Marquis will issue an initial response by letter, email or phone or a final decision by letter or by email, as soon as possible or at the latest within 10 working days of complaint receipt.
c. If Marquis issue an initial response and you notify us that it does not resolve your complaint, Marquis will issue a final decision, by letter or email, as soon as possible or at the latest within a further 5 working days.
d. In all instances, if Marquis justifiably need more time to investigate and manage your complaint (e.g. because it involves another party), Marquis will provide written reasons why and an estimated date when we expect to be able to issue an initial response or final decision.
e. Marquis will keep a complaint log which will be available for inspection by NCC assessors.
2. Marquis will keep you informed either by letter or e-mail, whichever you prefer.
3. Any final decision will include details of the NCC Informal Dispute Resolution Service and the independent Case Examiner (the Examiner) in case you require independent redress. Please note that the Examiner will only consider complaints that have been first sent to, and considered by, the NCC Informal Dispute Resolution Service.
4. If you are not satisfied with our final decision, or if Marquis exceed the response timescales, you should then refer your complaint to the NCC for Informal Dispute resolution. If this fails to resolve your complaint or if the NCC Informal Dispute Resolution Service is not able to handle your complaint, your complaint may be escalated to the Examiner. Marquis will co-operate fully with the Examiner during an investigation and comply with his final decision which is binding on us both. Please note an administration fee of £60 (including VAT) will be charged by the NCC should you wish to use the Examiner service. This fee is refundable only if the Examiner finds in your favour, subject to his discretion. There are no other charges to you for using the service.
5. Marquis will liaise, at your written request, with anyone acting formally on your behalf (e.g. Trading Standards, Citizens Advice Bureau, Consumer Advice Centre, etc.).
Note: The National Caravan Council (NCC) is the UK trade body for the tourer, motorhome, holiday home and park home industries. It has developed a number of NCC approved schemes, each with a code of practice at its heart, to ensure that subscriber members treat customers fairly, deliver high levels of customer satisfaction and provide full protection and access to redress should this be needed. Further details can be found via the following links: www.approveddealerships.co.uk/motorhomes / www.approveddealerships.co.uk/tourer
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Auto-Sleepers Investments presents its’ report for staff employed as at 5th April 2021.
At the time of reporting for 2020 the majority of staff were on furlough and therefore the statistics have been distorted by this fact.
Auto-Sleepers Investments operates in the automotive sector both at the manufacturing and retail level. Our business operates for seven days per week. In common with other businesses within our sector it is dominated by male employees and it comes as no surprise that there is a gender pay gap as all senior management are male.
The Board is committed to address the issue of gender imbalance and attract more women to join the business.
ASI - Gender split
|Gender Pay Gap||2021||2020|
|Gender Bonus Gap||2021||2020|
|Percentage of staff who receive bonus and commissions||2021||2020|
Employees by pay quartile
The Board is confident that where roles are identical within the business staff are paid equal rates of pay irrespective of gender.
Chief Executive Officer
This statement is prepared in accordance with the requirements of Part 2, Schedule 19, Finance Act 2016 in relation to the financial year ended 31 August 2020. It applies to all companies in the UK within the ASI Group that are consolidated within the accounts of ASI.
As a large organisation with over 400 staff members we recognise the importance of our tax obligations and take seriously our responsibility to contribute to the community through the payment of taxes.
During the last two financial years our contribution to UK taxes was as follows:
|2020 (£)||2019 (£)|
ASI approach to tax is:
If, in the rare case we may have a difference of opinion on the interpretation of the law we will seek to resolve matters through dialogue with the tax authorities. If matters are not resolved ASI will rigorously defend its’ position through the courts if necessary.
Chief Executive Officer
This statement is made pursuant to Section 54 of the Modern Slavery Act 2015.
Auto-Sleepers Investments (ASI) through its’ subsidiaries is engaged in the manufacture, retailing and servicing of motorhomes and caravans.
By its very nature the supply chain within the automotive sector is a complex one with a number of tiers between the raw material and the end product. All our first tier suppliers are located within the European Union.
ASI is respectful of an individual’s human rights. We set out our policies in this respect through our terms and conditions of employment, health and safety policy and staff handbook. ASI is committed to the prohibition of slavery and human trafficking.
ASI employs staff solely within the UK and in all instances a “Right to Work” check is undertaken. Any agency workers are recruited through bona fide agencies.
We have undertaken an assessment of the risks surrounding slavery and human trafficking within our own operations within the UK and concluded the risk to be low.
This statement was approved by the Board on 7th January 2021.
Chief Executive Officer