We are committed to providing excellent customer service. We also understand that sometimes things may not go as expected.
If you are unhappy with any aspect of our service, please follow the steps below.
Complaints relating to a vehicle purchase, warranty, aftersales or any fault must be made by email or letter only:
We do not deal with aftersales or vehicle-related complaints by telephone. Any telephone enquiry will be redirected to email so that a clear written record is maintained.
For non-vehicle enquiries you may also visit us in person at 10 Duncombe Street, Milton Keynes, MK2 2LY.
Please include the following information in your email or letter:
On first contact we will ask for your postcode and the last five digits of your driving licence for identity verification.
Where a complaint involves a vehicle fault, alleged non-conformity, or a request for repair or refund, the vehicle must be presented at 10 Duncombe Street, Milton Keynes, MK2 2LY (the place of purchase and delivery) for inspection and diagnostic before we accept liability or authorise any work.
A driveable vehicle must be brought to us by the customer. We do not offer free collection or recovery while conformity remains unestablished. This is consistent with the terms of sale and the Consumer Rights Act 2015.
We will investigate your complaint promptly and fairly. We may contact you by email for further information or to arrange a suitable time for inspection.
We aim to respond within 10 business days of receiving all necessary information and, where relevant, after the vehicle has been inspected. If we need more time we will let you know.
If you are not satisfied with our response, you may ask us to escalate the complaint by emailing [email protected]. We will explain the next steps in writing.
Nothing in this procedure affects your statutory rights under the Consumer Rights Act 2015. You also have the right to take legal action through the courts.
We value your feedback and will use it to improve our service.
We reserve the right to amend this complaints procedure at any time. Any changes will be communicated to customers and posted at our premises.