Complaints
Resolving Customer Complaints
Customer experience and complaints
At Group 1 Automotive, we aim to give every customer a great experience every time. But if something hasn’t gone quite right, and we have fallen short of these standards, we want to hear from you so we can make it better.
Below is guidance on how to raise a complaint, or share feedback, depending on the type of issue you would like to raise.
General Complaints
We always try to offer excellent service and strive to give you an unforgettable experience. However, if something didn’t meet your expectations, please complete our online form.
Once you have raised a complaint, your dealership will try to resolve it as quickly as possible, and for general complaints, we will endeavour to resolve your complaint within 5 business days.
If we can’t agree on a solution, you can take your complaint to an independent dispute resolution service. Learn more about that process here.
Complaints about Finance or Insurance products
If you're unhappy with your finance or insurance transaction, please let us know straight away. These complaints can take longer to resolve due to their complexity, but our team will investigate and keep you informed on progress.
You can read our full complaints process and find out how to get in touch here.
We will always try to resolve your complaints as quickly as possible, but in the event we haven’t resolved your complaint within 8 weeks, or you’re not satisfied with our final response, you may be able to contact the Financial Ombudsman Service. Visit www.financial-ombudsman.org.uk or call 0845 080 1800
Questions about finance commission
If you'd like to know whether we were paid a commission by a lender for arranging your finance, or have a complaint relating to discretionary commission arrangements, please contact the lender directly.
Many lenders now have dedicated pages for these enquiries. You can find their contact details here.
You can also read more about the Financial Conduct Authority’s review of motor finance commission practices here.
To learn more about commission-related questions, you can also visit our FAQs.
If you still have a specific question for us, please complete the form below and select Finance and Insurance Products as a complaint type
Data and privacy concerns
Your privacy matters to us. If you have questions about how we use your personal data, or want to exercise your data rights, you can do so here. Select ‘Data Protection’ as the complaint type when doing so.
We aim to respond to all legitimate requests as quickly as possible, and within one calendar month from receipt.
To find out more about how we handle your personal information, you can read our Privacy Policy.
