Complaints Procedure
If something has gone wrong, we would rather hear it from you than not hear it at all. This is what happens when you tell us.
Last updated: 4 September 2026
Step 1 — Tell us
Call 07596 065 554 and ask to speak to a manager, or email info@instantcaravansale.co.uk with the word "Complaint" in the subject line. Please include your name, contact number and the vehicle involved.
Step 2 — We acknowledge it
We aim to acknowledge every complaint within two working days and tell you who is dealing with it.
Step 3 — We look into it
We review the enquiry history, speak to the people involved and come back to you with our findings and what we propose to do. Where a complaint is more involved, we will keep you updated rather than leave you waiting.
Step 4 — If you are still unhappy
Ask for the matter to be escalated and it will be reviewed again by someone who has not been involved so far. We aim to give you a final written response within 14 working days of that request.
We are not a member of any trade body or alternative dispute resolution scheme. If you are not satisfied with our final response, you are free to take independent advice — Citizens Advice and your local Trading Standards service can both help, and your legal rights as a consumer are unaffected by this procedure.
Opening hours
Monday: 8:00am – 8:00pm. Tuesday: 8:00am – 8:00pm. Wednesday: 8:00am – 8:00pm. Thursday: 8:00am – 8:00pm. Friday: 8:00am – 8:00pm. Saturday: 8:00am – 8:00pm. Sunday: 10:00am – 4:30pm.
Questions about this page?
Speak to a person — there is nothing to pay and nothing to sign online.