CUSTOMER COMPLAINTS HANDLING PROCEDURE
(Original by Andy Sinclair 01 December 2018)
The success of the Sinclair group is dependant on the complete satisfaction of our customers. It is never our intention to cause inconvenience to you, we will always do our utmost to resolve a complaint to your satisfaction. We will endeavour to address your complaint in a fair, consistent and prompt manner.
What you need to do in the event of raising a complaint:
Talk to a manager on site
In the first instance we ask that you discuss your issues with the Departmental Manager of the dealership who will assist you with any concerns you may have.
What happens next?
Sometimes we may ask you to outline your complaint in writing; this helps us fully understand your concerns. If we cannot resolve your complaint straight away, we will look into it in more detail. After your complaint has been received, we will take the following steps:
Within a week
We will try to give you a full reply. If this is not possible, we will promptly send you an acknowledgement, which will let you know we have received your complaint and provide you with details of who is dealing with it.
Within four weeks
We hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation but, if you are still unhappy, please contact the General Manager at the site concerned. In some cases, we may need more time to respond and if so, we will write to you with an update of the situation.
Within eight weeks
In the majority of cases, we will have written to you with our final response. It is highly unlikely that your complaint will not have been resolved by this time but if it has not, we will write to you with a further update and the required actions and timelines.
What to do if you are dissatisfied with our response to your complaint
If you are dissatisfied with our final response or the update provided at eight weeks:
For insurance and consumer credit complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.
The Financial Ombudsman Service consumer contact details are below:
- Financial Ombudsman Service,
- Exchange Tower,
- E14 9SR.
- 0800 023 4 567 or 0300 123 9 123
For a Data Protection issue, you have the right to lodge a complaint with a data protection regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office, the data protection regulator in the UK, are below:
- Information Commissioner’s office
- Wycliffe House
- Waters Lane
- SK9 5AF
If any other type of dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.
Thank you for taking this time to read our complaints procedure.