1998 Mercury Villager Owner Guide 1st Printing - Page 355

Customer Assistance 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. To Request a DSB Brochure/Application For a brochure/application, speak to your dealer or write to the Board at the following address: 351