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.

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? This includes communicating with us regarding Discretionary Commission Arrangement investigations.

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

About you: your name and full contact details (including any previous addresses if you have moved house since the vehicle purchase)

Vehicle details: Vehicle Registration Number, Make & Model

Dealership details: the dealership where you bought the car and the date of purchase (if applicable)

Documents: copies of your point of sale documents (invoice) and for finanical complaints you should also include a copy of your credit agreement.

Date: Any other relevant dates and times

Complaint: a clear statement of what your complaint is about and the resolution you require.

How to contact us?

Customer Care Manager, Sturgess Motor Group. Austral House, Coventry Road, Broughton Astley, Leicester, LE9 6QD

Tel: 0116 4787777


For financial complaints onlywhere we are operating under the FCA permissions of Automotive Compliance, please also send your complaint in writing to:

Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD

Telephone: 01452671560


Discretionary Commission Complaints

The Financial Conduct Authority (“FCA”) has described a discretionary commission arrangement (“DCA”) as an arrangement between lenders and brokers which allowed the broker to adjust the interest rates offered to customers. Typically, the higher the interest rate, the more commission the broker received. This practice was banned by the FCA in 2021, however they are now undertaking a review of the industry to understand whether there has been a widespread failure to comply with relevant requirements, resulting in financial loss or harm to consumers.

You may have an eligible DCA complaint if:

  1. You used car finance to buy a car before 28 January 2021, this includes conditional sale agreements and fixed-sum loan agreements.
  2. A discretionary commission arrangement was operated in relation to your agreement.

If you have an eligible DCA complaint, you will not receive a final response within the usual 8-week deadline. The FCA has extended the deadline until 25 September 2024.

If you’re unhappy with our final response, you’re able to take your complaint to the Financial Ombudsman Service (“FOS”). Usually, you have six months from the date of our final response letter to refer your complaint, however, as a result of the pause to complaint handling, this has been extended by up to 15 months.

For further information, you can visit the announcement on the FCA’s website.

Visit FCA Website

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 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 you can phone them on 0300 123 9123 or or alternatively you can write to the them at the address below:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018. If you would like someone else to deal with your complaint on your behalf (for example a friend or relative) this is not a problem. However in order for us to correspond freely with them, you will need to provide your authority for us to do so. We cannot deal with any third party on your behalf unless we are satisfied that you have actually instructed them in the matter.

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.