Complaints Procedure

MAKING AN INFORMAL COMMENT / COMPLAINT

Chevron Motors encourages customers to speak directly to the member of staff, if they wish to make a comment or complaint about a service they have received.

When things have been talked through the customer may be satisfied with the outcome. If the customer is not satisfied they may want to take the matter further by making a formal complaint.

MAKING A FORMAL COMPLAINT

In order to make a formal complaint the customer needs to speak to or write to the Service Manager or Sales Manager

Your complaint will be looked into by the Service Manager or the Sales Manager who will respond to you with a suitable time frame.

The customer has the right to withdraw their complaint at any time.

WHAT HAPPENS IF THE CUSTOMER IS NOT SATISFIED WITH THE OUTCOME?

If the customer is not satisfied with the decision made regarding their complaint, they will need to send details of their complaint with reasons stating why they are not satisfied to the General Manager.

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk