CUSTOMER COMPLAINTS PROCEDURE
Complaints Handling Procedure
At Worcester Carsales, we are committed to providing excellent customer service. If something goes wrong, we want to know about it and will do our best to resolve any issues quickly, fairly, and efficiently.
How to Make a Complaint
If you are unhappy with any part of our service, please contact us using one of the following methods:
By phone: 01214 346 400
By email: [email protected]
In writing: Hyundai Birmingham West, 68 Hagley Road West, Birmingham, B67 5EZ
In person: Speak to a member of our team at your local dealership
To help us investigate your complaint, please include your name, contact details, vehicle registration (if applicable), and a clear description of your concern.
What Happens Next
We will acknowledge your complaint within 2 working days.
Your complaint will be investigated by the relevant Department Manager or a senior member of staff.
We will keep you informed of progress throughout the investigation.
Resolution Timescales
We aim to resolve complaints within 10 working days.
If more time is needed, we will keep you updated and provide an expected timeframe for resolution.
Our Commitment
We take all complaints seriously and use customer feedback to improve our services. Our aim is to resolve concerns as quickly as possible and ensure a positive outcome wherever we can.
FCA COMPLAINTS PROCEDURE
If you have a complaint, please contact a member of staff in writing to ensure we have a thorough understanding of the facts. Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.
To help us deal with your complaint as speedily as possible it would be helpful if, at an early stage, you could provide us with your vehicle registration number and details of any insurance purchased.
What happens if your complaint cannot be resolved right away in the dealership?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. If this is the case, we will ask you to put your complaint in writing and send it to Mr Stuart P Grieveson, Worcester Carsales Ltd, T Wall Garages, High Street, Pensnett, Kingswinford, West Midlands, DY6 8XB
Your complaint will be investigated and dealt with in the following way:
By Day 7 We will try to provide you with a full reply. If this is not possible, we will confirm who will be looking into your complaint.
By Day 28 Your complaint will have been investigated and we will write to you with our response. If your complaint has not been resolved to your satisfaction, please contact us and we will arrange for your concerns to be reviewed.
If for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By Day 56 In the unlikely event that your complaint has not been resolved at an earlier stage, a senior manager will complete a review and write to you with a final response.
If you are still dissatisfied, and if you wish to pursue your complaint further, you can contact the Financial Ombudsman Service, free of charge, within six months of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership. You can find out more about this service via their website; www.financial-ombudsman.org.uk
