You enjoying a positive experience with us is absolutely vital to what we do. We’re a relationship-focused used car retailer, so we want every part of your customer journey to be up to scratch.
With that in mind, we’re always around to help if you need us. We’re only a phone call, e-mail or enquiry away, so please don’t hesitate to get in touch if you need a hand.
We’re committed to improving our service, and to do that we need your feedback.
We hope you’ve had a positive experience with us, but if there’s any area where you feel we could improve, we want to hear about it. Likewise, if you’ve got a problem that needs resolving, we want to get it sorted.
If you’d like to leave us some feedback – positive or negative – contact our Customer Care team. We’ll use it to improve our service and make our customer journey the best it possibly can be.
If you have a complaint, we’re here to help. Here’s everything you need to know.
Who should you complain to?
Your complaint should be directed to our Customer Care team.
When will we contact you again?
We’ll look to get back to you within two working days of receiving your complaint. During busy periods, this may take a little longer, but rest assured, we always work as quickly as we can to provide you with a fair resolution.
In some cases, further investigation into your complaint may be required. We’ll let you know if this is the case, and keep you updated with every step of the process as it happens.
How does the complaint process work?
We’ll thoroughly investigate your complaint and reply as soon as possible. We aim to provide a final response to your complaint in no more than eight weeks. In most cases, a final response will come back to you much sooner, unless the complaint relates to discretionary commission arrangements.
If we’ve still not provided you with a final response to your complaint after eight weeks, we’ll write to you explaining why there’s been a delay and let you know when you can expect us to be able to provide a final response.
In instances where a final response has taken longer than eight weeks, you have the right to refer your complaint to an ombudsman service or the British Vehicle Rental and Leasing Association (BVRLA). If you wish to refer your complaint, we can talk you through this process and provide you with the necessary details to start the referral. Alternatively, you can continue to wait until we’re in a position to provide our final response.
What do we mean by final response?
Our final response will summarise the results of our investigation into your complaint and will state whether it’s been upheld, partially upheld, or rejected. In all cases, whatever the result, we’ll explain the reasons for our decision.
We carefully consider the individual circumstances of each case we investigate and, where appropriate, we may make an offer of redress (a remedy to the problem). This will not always involve financial redress – in some instances, redress may simply involve an apology.
Our aim with any final response is to ensure you receive a fair and satisfactory outcome to your complaint. We do our utmost to treat all our customers consistently and fairly to produce the best possible outcomes, and we operate strict policies to ensure this is the case.
What happens if you’re not satisfied with our final response?
Our final response will provide details of how you can escalate your complaint if you remain dissatisfied following the outcome of our investigation. It’ll also give you details of any right of referral you may have to an ombudsman service, arbitration scheme or dispute resolution scheme.
If you’d like to know more about how this part of the process works, take a look at the Financial Ombudsman’s consumer leaflet on taking your complaint further. For DCA complaints, the timescale mentioned in the leaflet stating that you must refer your complaint within six months of receiving our final response doesn’t apply. You’ll instead have 15 months from the date of our final response letter to make a referral.