Complaints Procedure

How to Raise a Concern
If you have any concerns, your salesperson will do their best to resolve them quickly and fairly. Should it take longer to sort out, we’ll send you a written acknowledgement within five business days. If your issue cannot be settled by your salesperson, it will be escalated to our management team for a careful and impartial review. For complaints related to vehicles bought through finance agreements, the finance provider may need to investigate as well. If this happens, we will inform you that your complaint has been passed on to them. We aim to provide a final decision on your complaint within eight weeks of receiving it. If this is not possible, we will explain why and let you know when you can expect a resolution. If you’re not satisfied with the outcome or waiting for a final response, you may be eligible to take your complaint to the Financial Ombudsman Service. We will provide you with their details to help you do this. Independent Complaint Review

The Financial Ombudsman Service Offers a free, impartial service to help settle disputes between customers and financial companies. They will advise if they can handle your complaint. If you want to take your complaint to the Ombudsman, you must do so within six months from the date of our final response. After this time, the Ombudsman usually cannot consider your complaint unless there are exceptional reasons. Please remember, the Ombudsman can only review your complaint if you’ve first given us (or the finance company) the chance to resolve it. So, please get in touch with us first, and we’ll do all we can to assist. Contact details for the Financial Ombudsman Service: Financial Ombudsman Service Exchange Tower, Harbour Exchange, London E14 9SR Phone: 0800 023 4567 (free from mobiles and landlines) Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk.