The Car Company is committed to providing products and services of the highest standard. Should you feel we’ve fallen short of this, we would like to know so that we can put things right. Your feedback is very important to us and helps improve the service for all our customers.
If you have a complaint
Where you wish to raise a complaint, you may contact us verbally over the telephone, in writing, or via e-mail using any of the contact details on the opposite page.
We will refer your complaint onto the relevant complaints department on your behalf.
If we can’t resolve the matter straight away
Wherever possible, we will attempt to resolve the matter during your initial telephone call to us, or we may attempt to call you where appropriate. Where a more detailed investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing within five working days of receiving it. If we receive a complaint outside normal working hours, it is treated as if it had arrived at the
start of the next working day. Where possible, we will provide you with a full response within this acknowledgement letter.
Complaints that require further investigation
We will always try to resolve your complaint as quickly as possible, however sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgement letter, or it was necessary to carry out additional investigations (e.g. listening to recorded calls or awaiting additional information), we will explain why and let you know when we will next contact you.
In the unlikely event that we have not finished investigating your complaint eight weeks after we received it, we will send you a further letter to:
- Explain why we have been unable to reach a decision
- Let you know when you can expect our final decision
- If eligible, provide contact details for an Alternative Dispute Resolution entity and explain their service
Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and any offer of redress where this is appropriate.
Should you be unhappy about our response, if eligible, you may refer the matter to one of the following Alternative Dispute
The Financial Ombudsman Service (FOS) is an independent arbitration service provided free for consumers. Should you be dissatisfied with our response you may contact the FOS within six months (unless informed otherwise).