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Telephone:
020 81157900

Complaints

Complaints Policy

1. Purpose
Approved Motors Limited trading as Approved Motors Ltd (13307172) is committed to delivering high standards of customer service. We recognise that, on occasion, things may go wrong. This Complaints Policy outlines how customers can raise concerns and how we will handle complaints fairly, promptly, and transparently.

2. Scope
This policy applies to all complaints received from customers relating to the sale of vehicles, aftersales services, finance arrangements, warranties, and any interaction with Approved Motors Ltd.

3. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, about our products, services, staff, or the way a complaint has been handled.

4. How to Make a Complaint
Customers can raise a complaint through the following channels:

  • In person at our dealership – 350 London Road, Mitcham, Croydon, CR4 3ND
  • By phone using our customer service number - 07340 049869
  • By email to our designated complaints email address – approvedmotorsltd@gmail.com
  • In writing to our registered business address - 8 Colton Road, HARROW, MIDDLESEX, HA1 1SG

Customers should provide as much detail as possible, including their name, contact details, vehicle information, and a clear description of the issue.

5. Complaint Handling Process

Step 1: Acknowledgement

  • We will acknowledge receipt of a complaint within 5 working days.
  • The acknowledgement will include the name and contact details of the person handling the complaint.

Step 2: Investigation

  • We will conduct a thorough and impartial investigation.
  • This may involve reviewing documents, speaking with staff, and contacting the customer for further information.

Step 3: Response

  • We aim to provide a full response within 60 working days of receiving the complaint.
  • If more time is required, we will inform the customer and provide an updated timeframe.

 

 

Step 4: Resolution

  • Where appropriate, we will offer a fair resolution, which may include an explanation, apology, corrective action, repair, replacement, or goodwill gesture.

6. Escalation
If a customer is not satisfied with the outcome:

  • The complaint can be escalated internally to the director.
  • If still unresolved, customers may refer their complaint to the Financial Ombudsman Service, Exchange Quay, London E14 9SR.