Our promise to you

Our aim is to provide the best service to you because your satisfaction is of our highest priority. We hope never to disappoint you, however, should this occur we want you to feel supported and very sorry to hear that this has happened.

Initially, please do contact us to allow the opportunity to put things right, we all make mistakes and things do go wrong but it's our ability to want to resolve issues that makes all the difference.

How to Make a Complaint

Please feel free to contact us as you see appropriate – An informal call or message may be all that is necessary. Should you feel than an informal complaint is required then please include the below where possible;

The details of date, time, make, model, service provided, full name and address;

Why you are unhappy, setting out the act or omission you believe has taken place;

What you would like done or doing to do to resolve your complaint.

Can someone help me complain?

Yes, you can ask a friend or family member to help, or a third party such as a legal representative or someone from Citizen’s Advice. With your written consent we will also be able to communicate with the person you choose instead of yourself throughout the process if you prefer.

When may you need to escalate further?

If we have been unable to resolve your complaint, without reasonable actions. Please allow up to six weeks for this process to conclude – in extraordinary circumstances it could take this amount of time to seek advice, carry out investigations and collate evidence before admissions of liability. In addition to compiling a response and the considerations of offers to put things right.

I hope you will find the below links useful;

www.financial-ombudsman.org.uk : www.citizensadvice.org.uk : www.legalombudsman.org.uk : www.consumer-action.org.uk