Complaints

If you are unhappy with your vehicle or the service you have received from us, please contact our Customer Experience Team at tellusmore@Inchcape.co.uk or 0333 130 0108, alternatively, you can write to us at Customer Services, First Point St. Leonards Road, Allington, Maidstone, Kent, ME16 0LS. The team will ensure that your concerns are investigated promptly with the aim of resolving them to your satisfaction. For financial services complaints relating to finance agreements and products, please refer to the financial services section below.

To help us resolve your complaint as quickly as possible, it would be helpful if you could provide us with details of your concern to ensure that we have a thorough understanding of the facts.  Please also provide us with the name of the Retail Centre you have dealt with and your vehicle registration number.

We'll listen carefully to your concerns and ask for any additional information we need. We will speak to you and our team to investigate how this happened and we will work with you to agree on an action plan.  Once we have fully investigated your concern, we will let you know the outcome.

You will receive an acknowledgement of your complaint promptly and we aim to resolve your complaint and provide you with a final response within 5 days. For those complaints that are more complex, issues that require legal assistance or of a regulatory nature, we will work to resolve these within 8 weeks.

Please be assured your complaint will be taken seriously, and we will make every effort to resolve your concern to your satisfaction, within a timely manner.

In the event that you are dissatisfied with our final response to your complaint, and we are unable to resolve an issue between us, you may submit your case to an Alternative Dispute Resolution service, operated by the Motor Ombudsman or the National Conciliation Service. Further details can be obtained from their websites:

www.themotorombudsman.org 
www.nationalconciliationservice.co.uk 

If your complaint relates specifically to discretionary commission arrangements please click HERE

If your concern involves financial services or relates to a finance product, please contact our experienced Customer Experience Team at tellusmore@inchcape.co.uk or 0333 130 0108, alternatively, you can write to us at Customer Services, First Point St. Leonards Road, Allington, Maidstone, Kent, ME16 0LS.

To help us deal with your complaint as quickly as possible, we ask that you outline the details of your concern in writing to ensure that we have a thorough understanding of the facts.  Please also provide us with the name of the Retail Centre you have dealt with, your vehicle registration number along with details of any finance and insurance products purchased. 

Our Customer Experience Team will log your concern and liaise with the Retail Centre management team to investigate. 

Please be assured your complaint will be taken seriously, and we will make every effort to resolve your concern to your satisfaction, within a timely manner.

There may be occasions where a complaint is particularly complex, and we need to carry out an in-depth investigation. In such an instance we would therefore not be able to resolve your complaint straight away. We will however keep you informed regarding the progress of your complaint, and we will write to you with our final response as soon as possible and no later than eight weeks from the date that your complaint is received. 

If you wish to pursue your complaint further, you have the right within 6 months of our final response to ask the Financial Ombudsman Service to review your case. The Financial Ombudsman Service is there to provide consumers with a free independent service for resolving disputes between consumers and businesses quickly and informally. You can find out more about this service by visiting their website: www.financial-ombudsman.org.uk Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Email: complaint.info@financial-ombudsman.org.uk Tel. 0800 023 4567 (free from landlines and mobiles) or 0300 123 9123 (calls cost no more than calls to 01 and 02 numbers).

If, at any time, you are dissatisfied with any aspect of our complaints process, you may write to:

The Compliance Officer, Inchcape Retail, First Floor, Unit 3140 Park Square, Solihull Parkway, Birmingham, B37 7YN. 0330 404 7343. The Compliance Officer will acknowledge receipt promptly, carry out a review and write to you with a response.