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:

• Your name, and contact details
• Which dealership you dealt with
• Vehicle registration, make and model, if applicable
• Nature of the complaint
• Dates and times, where known
• Copies of any supporting documentation, if available.

How to contact us

Customer Services

Motorvogue

Cromer Road

Norwich

Norfolk

NR6 6NB

Tel: 01603 537035

Email: customercare@motorvogue.co.uk

What to do if you remain dissatisfied

Issues pertaining to the sale of a financial product

We endeavour to resolve complaints at the earliest possible opportunity and you feel that it has not been resolved to your expectations, you have the right to refer your case to a governing body.

Contacting Automotive Compliance Ltd for Regulated Complaints;

Automotive Compliance Ltd

The Factory

44 Alfred Street

Gloucester

GL1 4DD

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