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Complaints handling policy at Sturgess Motor Group


Purpose and Scope.
Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which Sturgess Motor Group receive and manage complaints. In the event of a complaint we want to help resolve it as quickly as possible.

This policy covers:

  • Our standards;
  • How to complain;
  • How to contact us.
  • What to do if you remain dissatisfied

What is a complaint?
A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, by speaking to a member of our staff or a manager in the relevant department.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 whatever format they are received in. To this end we attempt to ensure that:

  • You will be treated with courtesy at all times
  • We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days.
  • We will keep you updated and let you know when we expect to be able to reply in full.
  • Complaints received are logged and analysed for business improvement.
  • Your name, and contact details;
  • 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 complain.

Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

What information is required when making a complaint?

To help us attend to your complaint promptly please provide the following:

  • Your name, and contact details
  • 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 Care Manager
Sturgess Motor Group
Austral House

Coventry Road

Broughton Astley

Leicester

LE9 6QD

Tel: 0116 4787777

Email: compliance@sturgesscars.co.uk

What to do if you remain dissatisfied?

We aim to resolve complaints at the earliest possible opportunity.

If a non-financial services related 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.

If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations you have the right to refer your case to Financial Ombudsman Service.

To contact the FOS please call: 0300 123 9123, or alternatively you can write to the FOS via:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk

Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 1998.

Quality Controls

Complaints are analysed for the identification of systemic or recurring problems including the time taken to resolve them. This helps us to better understand how we can improve our service to our customers. Where problems are identified consideration will be given to the action needed to address these problems.