Making a complaint about sales or aftersales
If you have a concern you’d like us to address, please begin by completing the form below, making sure to indicate which of our centre locations your complaint relates to and whether it involves a potential breach of the rules set out by the Financial Conduct Authority (FCA).
The dealership is responsible for handling and resolving complaints, and they will make every effort to reach a resolution as quickly as possible. We will acknowledge receipt of your complaint within 48 hours. Wherever possible, we will aim to resolve the matter straight away, although in some cases a more detailed investigation may be required.
Making a complaint about the sale of a regulated Insurance or Finance product
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.
Regulated complaints are investigated by our regulatory principal, ITC Compliance Ltd. To help them deal with your complaint as speedily as possible, it would be helpful if you could provide them with as much information as possible about the regulated insurance or finance product purchased at an early stage.
Finance Commission Agreements
If you would like to know whether your finance agreement involved a commission payment made to us by the lender, you’ll need to direct this enquiry to the lender named on your agreement, as only they can confirm these details. Most lenders now provide dedicated web pages and online forms to help with such requests, and you can find contact details for the majority of lenders we work with here.
For the latest updates on the Financial Conduct Authority (FCA) review into historic motor finance Discretionary Commission Arrangements (DCAs), as well as information on other types of commission arrangements, please visit the FCA website.
Data-Related Complaints
Any complaints relating to the use, storage, or handling of your personal data should be submitted via our dedicated data complaints form. Once received, the matter will be reviewed in line with our data protection obligations, and a response will be provided in accordance with applicable regulations.
Service History Requests
Customers who require a copy of their vehicle’s service history can submit a request using our dedicated form. Once received, we will provide the records we hold for any maintenance or servicing carried out at our Centres. Please note that we are only able to supply documentation relating to work completed by our authorised facilities.
