Resolving Customer Complaints

Our Core Purpose is to create an incredible customer experience for the best car brands in the world, driven by our Customer 1st strategy. We are committed to putting the customer first every time, every day, everywhere. If you feel we have fallen short in our customer service delivery then we recommend you contact the General Manager of the Retail Centre concerned in order that we can endeavour to put the situation right for you.

On the few occasions where we are unable to resolve the issue between us, we may agree to submit to an Alternative Dispute Resolution procedure operated by National Conciliation Service. Further details can be obtained from their website www.nationalconciliationservice.co.uk

The European Commission’s Online Dispute Resolution Service European legislation guarantees consumers:

  • fair treatment;
  • products which meet acceptable standards;
  • a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to:

http://ec.europa.eu/consumers/odr/

Financial Services

If the issue involves financial services the complaints process is as follows:

Please contact a member of staff at the retail centre. Your complaint will be taken seriously and we will make every effort to resolve the problem straight away. To help us deal with your complaint as quickly as possible it would be helpful if you could provide us with the registration number of your vehicle along with details of any finance and insurance products purchased.

Occasionally we may ask you to outline the details of your complaint in writing to us to ensure that we have a thorough understanding of the facts.

WHAT HAPPENS IF WE ARE UNABLE TO RESOLVE YOUR COMPLAINT STRAIGHT AWAY?

There may be occasions where we need more time to carry out an investigation and therefore would not be able to resolve your complaint straight away. If this is the case we commit to the following timetable:

Within 5 business days of the business receiving your complaint:

We will try to provide you with a full response. If this is not possible, we will confirm in writing that we are continuing to look into your complaint and the name of the person who will be handling the complaint on your behalf.

Within 4 weeks of the business receiving your complaint:

Your complaint will have been investigated and we will write to you with our response. If we are still not in a position to resolve your complaint then we will inform you of the reasons and provide details of when we will make contact again.

Within 8 weeks of the business receiving your complaint:

In the unlikely event that your complaint has not been resolved before this time, we will write to you with our final response.

IF YOU ARE DISSATISFIED…

If, at any time, you are dissatisfied with any aspect of our complaints process, you may write to:

The Compliance Officer, Inchcape Retail, First Floor, Unit 3140 Park Square, Solihull Parkway, Birmingham, B37 7YN. 0845 125 5900.

The Compliance Officer will acknowledge receipt within 5 working days, carry out a review and write to you with a response within 20 business days of receipt of your complaint.

IF YOU ARE STILL DISSATISFIED…

If you wish to pursue your complaint you may have the right within 6 months of our final response, to ask the Financial Ombudsman Service to review your case. The Financial Ombudsman Service is there to provide consumers with the free independent service for resolving disputes between consumers and businesses quickly and informally.

You can find out more about this service by visiting their website: www.financial-ombudsman.org.uk Or by writing to them at: The Financial Ombudsman Service, Exchange Tower, London. E14 9SR

Or by calling 0800 023 4567 (free from land lines and mobiles) or 0300 123 9123 (calls cost no more than to 01 and 02 numbers).

IF YOU HAVE ANY QUERIES REGARDING OUR COMPLAINTS PROCESS…

Please contact: Inchcape Retail, Customer Relations, First Floor, Unit 3140 Park Square, Solihull Parkway, Birmingham, B37 7YN. 0845 125 5900.

Inchcape Retail includes the following companies, all of which have the VAT Registration No. GB243611193, are Registered in England & Wales and have their Registered Office at First Floor, Unit 3140 Park Square, Solihull Parkway, Birmingham Business Park, Birmingham, B37 7YN :-

Inchcape Retail Limited (Co.No. 194561) is authorised and regulated by the Financial Conduct Authority. It has the Appointed Representatives of Chapelgate Motors Limited (Co.No. 2841981), Gerard Mann Limited (Co.No. 660644), The Cooper Group Limited (Co.No. 821770), Inchcape Park Lane Limited (Co.No. 4560841) and Armstrong-Massey Holdings Limited (Co.No. 2474466).