Ford Mercury Villager 1997 Owner's Manual 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