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Customer care with Inchcape

Customer Care

Resolving Customer Complaints

Customer Care


At Inchcape our core purpose is to create an incredible customer experience for the best car brands in the world. We are committed to putting our customers first every time, every day, everywhere. If for any reason you feel we have fallen short in our customer service delivery, please let us know and our team will endeavor to put the situation right for you. To support with this, we have a comprehensive process for handling any concerns you may have.




If you are unhappy with your vehicle or the service you have received from us, please contact your Inchcape dealership who will be best placed to address your issue in the first instance. The Head of Business or a member of his team will investigate your concern thoroughly, and all complaints will be handled fairly and within a timely manner and we will always endeavour to resolve any concerns to your satisfaction.

Contact your Inchcape dealership regarding a query or complaint.
 

We'll listen carefully to your concern and ask for any information we need. We will speak to you and our team to investigate how this happened and we will work with you to agree an action plan.  Once we have fully investigated your concern, we will let you know the outcome of your complaint.

We aim to resolve all complaints within 5 working days. For those complaints that are more complex, issues that require legal assistance or of a regulatory nature, we will work to resolved within 8 weeks.

 

If, after speaking with your dealership, you feel that your issue remains unresolved, you can also contact our experienced Customer Experience Team on tellusmore@inchcape.co.uk.

Alternatively, you can write to us at Customer Services, Inchcape UK, First Floor, Unit 3140 Park Square, Solihull Parkway, Birmingham Business Park, Birmingham, B37 7YN.

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
 
Customer Care Inchcape


Queries or complaints relating to Financial Services



Customer Care Inchcape

If your concern involves financial services or relates to a finance product, our complaints process is as follows:

Please contact a member of staff at the dealership you dealt with. 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.
 

 

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 timescale:

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, 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. 0330 404 7343. 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 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).

 



Thank you for providing us with an opportunity to resolve any concerns or issues you may have. Our teams are fully committed to providing you with the best customer experience throughout your vehicle purchase and ownership.

Inchcape Retail Limited (Co.No. 194561) is authorised and regulated by the Financial Conduct Authority and are registered in England & Wales. Registered office: First Floor, Unit 3140 Park Square, Solihull Parkway, Birmingham Business Park, Birmingham, B37 7YN.