Your Right To Complain

Here at Startin Group Worcestershire and Warwickshire, we pride ourselves on providing the most exceptional customer service and create a fantastic experience for all of our customers. However, there are times we may occasionally fall short of your expectations, therefore we want to ensure all customers concerns are fully resolved, hence we have a complaints procedure in place. We stress that all complaints are taken extremely seriously and we do all we can to support customers during this process.

I'm Unhappy With The Level Of Service I Received, What Should I Do?

If you are not fully satisfied with the service you received from our team, your first point of contact (Sales Executive/Service Advisor etc) should be notified immidiately and explain why you are dissatisfied, this allows them to be given the opportunity to put things right. If the issue needs to be escalated further, a senior member of staff such as a Manager may need to get involved. If they are not able to resolve the issue, a Head of Business will get in touch via phone or email to arrange an appointment to see you. We would encourage you to speak to a Sales Executive/Service Advisor directly about any concerns or complaints you have before escalating to a senior member of staff as most complaints can be rectified in house as it is often down to a genuine mistake in not meeting expectations, and by knowing about the issues we can rectify them immidiately and put measures in place to stop them re-occurring. If the situation isn't rectified, then the next step is to start the formal complaints procedure.

Alternative Dispute Resolution

Startin Group is accredited by The Motor Ombudsman and will always attempt to resolve any disputes quickly and efficiently. Whilst we do everything we can to ensure that the services and products we offer do not have any issues, there are times when a dispute will arise which cannot be resolved to the satisfaction of both parties. If you are a consumer and remain dissatisfied with the outcome and explanation we have provided, we recommend you contact The Motor Ombudsman at www.themotorombudsman.org for a complaints procedure encompassing everything including general complaints. Their decision will be legally binding on both Startin Group and you, as the consumer.

If you have a complaint related to finance, you must first raise this with the Head of Business at the dealership you purchased your vehicle from. 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

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk