Complaints and Concerns

Complaints Handling Procedure

It is our aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers. We take all complaints seriously.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by any of the methods listed under ‘Contact Us’:

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

Your full name and contact information

Full details of your complaint

Your agreement details

Your vehicle details

Details of what you would like us to do to put things right

Photocopies of any relevant paperwork.

What we will do if we receive a general complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible and it is sometimes necessary for us to look into the matters you have raised in more detail. Whether you have contacted the group business, dealership or department that you have been dealing with direct, or whether you have contacted our central Customer Services team, in most cases the relevant business, dealership or department will remain responsible for attempting to resolve your concern.

We will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken. You may raise or discuss your concern with our central Customer Services team at any stage.

After the process above, if we are unable to resolve your general complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.