Complaints Procedure

Occasionally we understand that misunderstandings and mistakes can occur and when they do it’s important to us that you inform us, so that we can investigate your concerns and prevent any reoccurrences.

Should you wish to contact us directly in order to address any issues or queries, please contact Brett Duke (Director) and we will aim to resolve this quickly and as effectively as possible.

Our commitment to you

We will thoroughly investigate your complaint and offer a fair response that will take into account, all the information available to us.

Complaint handling and dispute resolution process

In the first instance please contact Brett Duke at the dealership.

Alternatively, email sales@finecars.co.uk and please provide the following:

·     Your full name and contact details.

·     Make and Model

·     Vehicle registration number.

·     A clear description of your complaint.

·     Dates and times of when and where this occurred.

·     Details of what you would like us to do to rectify the situation.

·     Copies of any supporting documentation.

We will do our best to resolve your complaint quickly. Should your complaint relate to a finance agreement or insurance product we will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:

·     Within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them,

·     Keep you updated on the progress of your complaint, and

·     Within 8 weeks of receiving your complaint, we will either:

·     Write to you with our final response and the reasons for providing this response, or

·     Explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

Alternative dispute resolution

At Fine Cars and Fine Cars KGM, we believe we operate in a fair, open, and transparent manner and have therefore committed to standards set in The Motor Industry Code of Practice for Vehicle Sales, along with Service and Repair. Should you ever feel the need and your complaint does not relate to finance or insurance products, you can refer your dispute to The Motor Ombudsman, who are the self-regulatory body for the Motor Industry that can provide independent advice and guidance.

The Motor Ombudsman will offer free impartial advice and when appropriate, provide a certified Alternative Dispute Resolution (ADR) service that we are fully committed to in the event you are not satisfied with the outcome of a dispute.

The Motor Ombudsman can be contacted at:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
Telephone: 0345 241 3008 (option 1)
Email: consumer@tmo-uk.org
Website: www.themotorombudsman.org/

The Financial Ombudsman Service

If your complaint relates to a finance agreement or insurance product, you may be entitled to refer your complaint to The Financial Ombudsman Service, if you remain dissatisfied with our final response. They will consider complaints if you are a private individual, a business enterprise that employs less than 50 people and has a turnover of up to £6.5 million euros (or equivalent), a charity with a turnover of less than £1 million, or trustee of a trust with assets of less than £5 million euros. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint. We will advise you in our final response if your complaint is eligible to be referred to the Financial Ombudsman Services.

We aim for your 100% satisfaction, however if not…

We pride ourselves in customer care and will aim to do whatever is reasonably possible to resolve an issue. If you have a problem, please get in touch with us by contacting sales@finecars.co.uk, calling us on 02392 552941 or writing to Fine Cars (Lee on Solent) Limited, 178 Portsmouth Road, Lee-on-the-Solent, Hampshire, PO13 9AB. 

We will look into what’s happened and aim to provide you with a response within 7 days, and no later than 8 weeks after you’ve contacted us.

If you’re not happy following the conclusion of our complaint handling procedure, we are accredited to the CTSI-approved Service and Repair and the Vehicle Sales Code of Practice and you can complain to The Motor Ombudsman “TMO,” who is our certified Alternative Dispute Resolution (ADR) provider. The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern.

For further information, you can visit The Motor Ombudsman’s website at www.themotorombudsman.org or call their Information Line on 0345 241 3008. Calls are charged at your local rate.