However, from time to time we recognise that issues may arise that need satisfactory resolution. We commit to resolving such issues in an efficient and timely manner. This page tells you how to make a complaint and sets out our complaints handling procedure.
What you need to do:
Talk to the General Manager
In the first instance please allow the General Manager of the dealership to assist you with any concerns you may have.
What happens next?
Sometimes we may ask you to outline your complaint in writing; this helps us fully understand your concerns. If we cannot resolve your complaint straight away, we will look into it in more detail. After your complaint has been received, we will take the following steps:
Within a week
We will try to give you a full reply. If this is not possible, we will promptly send you an acknowledgement, which will let you know we have received your complaint and provide you with details of who is dealing with it.
Within two weeks
We hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation but, if you are still unhappy, please contact one of our Directors who will assist in ensuring your complaint is dealt with in a satisfactory manner:
In some cases, we may need more time to respond and if so we will write to you with an update of the situation.
Within four weeks
Hopefully, we will have resolved the situation but in some cases, we may need more time to respond and if so we will write to you with an update of the situation.
Within eight weeks
In the majority of cases, we will have written to you with our final response. It is highly unlikely that your complaint will not have been resolved by this time but if it has not we will write to you with a further update.
If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and consumer credit complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.
The Financial Ombudsman Service consumer helpline is available on 0800 023 4 567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk, email them at firstname.lastname@example.org or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Whilst acting as a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.
Thank you for taking this time to read our complaints procedure, we do hope that this demonstrates our commitment to customer care.