HSH MOTOR GROUP COMPLAINTS PROCEDURE

We pride ourselves on our honesty, integrity and customer service at all times across our organisation. However, there may be an instance whereby an issue requires resolution. The following information details how to make a complaint and sets out our complaints handling procedure.

What you need to do

In the first instance, please ask to speak to the relevant departmental Manager to assist you with any concerns you may have in terms of sales or aftersales service.

What happens next?

We may ask you to detail your complaint in writing and address it to customercare@hshmotorgroup.co.uk in order that we fully understand your concern / complaint. If we cannot resolve your complaint straight away, we will undertake an investigation into the matter. After your complaint has been received, we will take the following steps:

Within one week

We will endeavour to provide you with a full reply. If this is not possible, we will send you an acknowledgement confirming that we have received your complaint and will provide details of who will be dealing with it for you.

Within two weeks

We hope to have investigated the complaint and communicated to you (via your preferred communication channel) detailing our final response which we hope will resolve the matter. If however, you are still unhappy please contact the relevant senior member of staff below who will assist in ensuring your complaint is satisfactorily resolved.

Managing Director Bath Warwick Humphries 01225 473010
Dealer Principal Bristol Scott Smith 0117 952 0000
Dealer Principal Cardiff Ian Maggs 029 2050 9450

In some cases, we may require further time to investigate your complaint and if this is the case we will contact you with an update.

Within four weeks

We hope that your complaint has now been resolved to your satisfaction. However if this is not the case, we will contact you with an update on your complaint.

Within eight weeks

Whilst it is extremely unlikely that your complaint will not have been resolved by this time but if it has not, we will write to you with a further update.

If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and consumer credit complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.

The Financial Ombudsman Service consumer helpline is available on 0800 023 4 567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Whilst acting as a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.

Thank you for taking this time to read our complaints procedure, which we hope you will never need.