Complaints

Speak to Sam

If you have a concern about garage work, a vehicle purchase or how we handled an enquiry, contact Sam Clark. You can call, email, write, visit the garage or use the complaints form.

Make a complaint

How we handle it

We acknowledge your complaint, check the relevant job or sale and explain our findings and proposed response. If an inspection is needed, we arrange that with you. We keep you informed if the investigation takes longer.

For vehicle-sale complaints, we aim to respond within 14 working days. This aim does not extend any statutory refund or remedy deadline.

If we cannot resolve the concern, we give a final response explaining our position. Where an alternative dispute resolution scheme is applicable or required, we provide the relevant information and explain whether we will participate.

Warranty and privacy concerns

You can contact Warranty First about a decision under its plan. A complaint about the vehicle or sale can still be raised with us directly; your statutory rights are separate from the warranty.

For a personal-information concern, contact us using the same details or the privacy enquiry form. You can also complain to the ICO.

Independent consumer advice

You can seek independent help from Citizens Advice. Using our complaints procedure does not remove your right to seek legal remedies.