Complaints And Customer Charter
Complaints & Customer Charter – NSW Car Buyer
At NSW Car Buyer, we are committed to delivering fair, transparent, and reliable service to every customer. Your satisfaction is our top priority, and we take all feedback and complaints seriously. Our Customer Charter outlines your rights, our responsibilities, and how we promise to handle concerns promptly and professionally.
How to Make a Complaint
If you are unhappy with our service at any stage—quote, pickup, payment, customer communication, or any other part of the process—you can submit a complaint through any of the following methods:
- Phone
Call us directly to speak with a team member:
📞 0401-333-393
Send a detailed complaint, including your name, contact number, and vehicle details:
📧 cash4cars87@gmail.com
- Online Form
If your website has a contact or complaint form, include:
🌐 www.nswcarbuyer.com.au
You may also write to us at:
📍 Yennora, NSW Australia
We encourage customers to provide as much detail as possible so we can resolve the issue quickly and accurately.
Our Complaint Handling Process
We follow a clear and fair procedure to ensure every complaint is addressed respectfully and efficiently:
Step 1 – Acknowledgment
We will acknowledge your complaint within 24 hours (business days).
Step 2 – Assessment
Our team will review all relevant details, including:
- Communication records
- Pickup logs
- Vehicle information
- Staff reports
Step 3 – Investigation
A senior staff member will investigate the matter thoroughly and fairly. This may involve contacting you for clarification.
Step 4 – Resolution
We aim to resolve all complaints within 3–5 business days, offering solutions such as:
- Clarification
- Correction of errors
- Formal apology
- Service improvements
- Escalation to management (if required)
Step 5 – Final Response
You will receive a clear written or verbal response explaining the outcome and any actions taken.
Our Customer Charter
Our Customer Charter represents our commitment to high standards, professionalism, and ethical service.
We Promise To:
✔ Provide honest, fair, and transparent valuations
✔ Respect every customer with courtesy and professionalism
✔ Offer free, clear, no-obligation quotes
✔ Provide safe, legal, and fully compliant service
✔ Ensure secure, fast, and accurate payments
✔ Resolve complaints quickly and fairly
✔ Continuously improve our services based on customer feedback
Escalation Options
If you feel your complaint was not handled fairly, you may request escalation to:
- Senior Management
- NSW Fair Trading (External Authority)
We will cooperate fully with any external review.
Our Commitment to You
At NSW Car Buyer, we stand behind our service. We value every customer and aim to ensure a positive experience from start to finish. Feedback—both positive and negative—helps us improve and maintain our reputation as a trusted NSW vehicle buyer.