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General Complaints

General Complaints

Most of the time, buying or servicing a car runs smoothly. But we know that occasionally things don’t go quite as expected. In many cases, any issues can be resolved quickly at a local level. However, despite our best efforts and the benefits you enjoy from dealing with of one of the UK’s largest family-owned motor retailers, and the support of the National Franchised Dealer Association, there may still be times when your experience isn’t as smooth as you’d hope.

If you do have a concern or complaint about your purchase or service, your first point of contact should be the Head of Business at the dealership you visited. They’re best placed to understand what’s happened and put things right as quickly as possible. If you’d like to get in touch with our central team, please contact us using the button below to send your feedback and we will direct your complaint to the correct team.

Contact Customer Services

We hope every experience with us is a positive one. However, if you do need to make a complaint, you’ll find details of our complaints process below, including who to contact and what you can expect from us. We aim to handle all concerns fairly, promptly and transparently, and we will always do our best to resolve any issues as quickly as possible.

 

Complaint Types

Non-Regulated Complaints 

Regulated Complaints 

Vehicle sales, vehicle condition or quality, servicing, repairs, workmanship, parts and accessories, customer service, delays, and non-insurance warranty concerns. 

Motor finance agreements, insurance products, GAP insurance, warranty insurance, and any other FCA-regulated financial or insurance products or services. 

 

Our Complaints Process

Non-Regulated Complaints 

Regulated Complaints 

Stage 1 – Department Manager Review 

Your complaint will first be reviewed by the relevant Department Manager. 

Stage 1 – Department Manager Review 

Your complaint will first be reviewed by the relevant Department Manager. 

Stage 2 –  Head of Business Review 

If unresolved, your complaint will be escalated to the Head of Business for further investigation and review. 

Stage 2 –  Head of Business Review 

If unresolved, your complaint will be escalated to the Head of Business for further investigation and review. 

Stage 3 – Conciliation / Mediation 

Either party may request voluntary conciliation or mediation through the National Conciliation Service operated by the National Franchised Dealers Association. 

Telephone: 01788 538317 

https://www.nationalconciliationservice.co.uk/file-a-complaint/  

Stage 3 – ITC Compliance Review 

If the complaint cannot be resolved within 3 working days, it may be referred to ITC Compliance Limited for investigation and response. 

JCT600 is an Appointed Representative of ITC Compliance, authorised and regulated by the Financial Conduct Authority (Firm Reference Number: 313486). 

Stage 4 – Alternative Dispute Resolution (ADR)* 

If the complaint remains unresolved, details of any applicable ADR provider will be provided where appropriate. 

*ADR will generally only be considered once the company’s internal complaints process has been exhausted, including any opportunity for voluntary conciliation or mediation. 

Stage 4 – Financial Ombudsman Service 

 If you remain dissatisfied with the final response, you may have the right to refer the matter to the Financial Ombudsman Service within 6 months. 

 

Timescales

Non-Regulated Complaints 

Regulated Complaints 

Within 5 Working Days – Acknowledgement and confirmation of the person handling your complaint. 

Within 3 Working Days – We aim to resolve your complaint and issue a Summary Resolution Communication where possible.   If unresolved within this timeframe, the complaint may be referred to ITC Compliance. 

Within 4 Weeks – We aim to provide a full response or update on the progress of our investigation. 

Within 8 Weeks – A final response will be issued confirming our position and any further available options. 

Within 8 Weeks – A final response will be issued confirming whether the complaint has been upheld, partially upheld or rejected. 

If this doesn't lead to an outcome you're happy with, we are pleased to point you to the new national Arbitration and Conciliation Service, run by our partners at the National Franchised Dealers Association.

Their aim is to help achieve the best possible outcome in situations where a customer is dissatisfied. Please give them a call between 9-5, Monday to Friday and they'll be glad to help you get the resolution you want.

National Arbitration and Conciliation Service

PHONE: 01788 538317

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Financial Services Complaints

If we are unable to resolve any finance related complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service.  This is a free of charge service.  You can call their consumer helpline on 0800 023 4567 or visit their website at www.financial-ombudsman.org.uk.  If you prefer to contact them in writing you can email complaint.info@financial-ombudsman.org.uk or contact them by post at the Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Associated with

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Representative finance example: Personal Contract Purchase (PCP)

Based on a cash price of £20,000 with a £4,000 customer deposit, borrowing £16,000 at a representative APR of 9.90% and the following:

48 Monthly payments of
£249.71		 Fixed rate of interest per annum
9.90%		 Optional final payment
£9,090.00		 Amount of interest
£4,826.37		 Total amount payable
£24,836.37		 Annual mileage limit
5,000		 Excess mileage charge
8.4p