1997 Ford Contour Owner's Manual - Page 238

Customer Assistance Should your case NOT qualify for review, a letter of explanation will be mailed to you. Oral presentations If the involved vehicle is within 36 months and 36,000 miles of the warranty start date, you have the right to make an oral presentation before the Board. Indicate your choice to do so on the application. Oral presentations may also be requested by the Board. Making a decision Board members will review all available information related to the complaint, including oral presentations, if necessary. They then arrive at a fair and impartial decision, decided by a simple majority vote. Because the Board usually meets only once a month, some cases may take longer than 30 days to be reviewed. The Board makes every effort to resolve each case within 40 days of receiving the consumer application form. After a case is reviewed, the Board mails you a decision letter. The Board also provides a form on which to accept or reject the Board's decision. The decisions of the Board are binding on the dealer and Ford, but not on consumers who may elect to pursue other remedies available to them under state and federal law. Decisions of the Board may be presented as evidence by any party in subsequent legal proceedings that may be initiated, where allowed by law. 243