Motorvogue (Northampton) Ltd Complaints policy
Whilst we aim to achieve a high level of service, occasionally we may not get this quite right and this policy is designed to provide guidance on the way in which Motorvogue (Northampton) Ltd receive and manage complaints.
We want to help you, our customer, to resolve your complaint as quickly as possible.
Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.
Our Standards
We treat all complaints seriously and you will be treated with courtesy at all times.
How to complain
Should you have occasion to raise a concern about goods or services you have received, in the first instance please email your concern to customercare@motorvogue.co.uk
Please state in your email the nature of your concern in as much detail as possible including, if necessary, your vehicle registration number.
Once we have your email you will receive an acknowledgment of receipt.
We will at this stage begin investigations into your concerns and endeavor to resolve your concern immediately. Should this not be possible we will contact you within 3 days with a resolution or to advise you that we require further time to reach a resolution regarding your concern, up to a maximum of 8 Weeks.
What information is required when making a complaint?
Please provide the following:
How to contact us
Customer Services
Motorvogue
Cromer Road
Norwich
Norfolk
NR6 6NB
Tel: 01603 537035
What to do if you remain dissatisfied
Issues pertaining to a Complaint regarding FCA regulated activities
Regulated activities are Finance or Insurance, if your complaint relates to these then please contact Automotive Compliance directly.
Automotive Compliance Ltd you can be contacted via post, telephone, or email:
Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD
Telephone - 01452 671 560
Email; complaints@automotive-compliance.co.uk
If your complaint has not been resolved within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
Issues unrelated to the sale of a financial product
If your complaint does not relate to finance or insurance products, you can refer your dispute to The Motor Ombudsman, who are the self-regulatory body for the Motor Industry that can provide independent advice and guidance.
The Motor Ombudsman will offer free impartial advice and when appropriate, provide a CTSI certified Alternative Dispute Resolution (ADR) service that we are fully committed to in the event you are not satisfied with the outcome of a dispute.
The Motor Ombudsman can be contacted at:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
Telephone: 0345 241 3008 (option 1)
Email: consumer@tmo-uk.org
Website: www.themotorombudsman.org/
Data Protection Act 1998
All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection