MGP Complaints Handling Policy

Mercedes-Benz Grand Prix Limited (trading as Mercedes-AMG Petronas Formula One Team) (“MGP”, “we”, “us”) value our customers' satisfaction when using and/or ordering products from our Webstore (via shop.mercedesamgf1.com, shop-us.mercedesamgf1.com and/or shop-int@mercedesamgf1.com). We are committed to resolving any complaints or issues as quickly and efficiently as possible. Our complaints handling policy is as follows:

1. Acknowledgement of Complaints: Please send any complaints to customerservice@mercedesamgf1.com. We will acknowledge all complaints within 10 business days of receiving them via email at this address.
2. Investigation of Complaints: We will thoroughly investigate all complaints to determine the cause of the issue and identify any necessary corrective actions. We may need to contact you for additional information during this process.
3. Resolution of Complaints: We will aim to resolve all complaints within 15 business days of receiving them. If we cannot resolve the issue within this time frame, we will inform you and provide an estimate of when we expect to have the issue resolved.
4. Communication with Customers: We will keep you informed throughout the complaint handling process and provide regular updates on the status of your complaint.
5. Escalation of Complaints: If a complaint cannot be resolved to your satisfaction, you may escalate the complaint to a manager or other appropriate individual within our organisation. We will provide information on how to do this if requested.
6. Record-Keeping: We will keep a record of all complaints and their resolutions, including any corrective actions taken. This information will be used to identify trends and areas for improvement in our products and services. All records will be kept in line with our Privacy Statement which can be viewed here shop.mercedesamgf1.com/pages/privacy-policy.
7. Continuous Improvement: We will use feedback from customer complaints to continuously improve our products and services and our complaint handling process.

We are committed to providing a high level of customer service and will do our best to ensure that all complaints are resolved promptly and to the satisfaction of our customers.