Complaint Handling Policy

Complaint Handling Policy & Procedures

1) Day to day, informallyWe resolve the vast majority of customer queries on a day to day basis, simply, informally and quickly. If you want to discuss any query, please raise it with your main point of contact in the dealership, for example the Sales Executive who looked after the sale of your vehicle or the Service Advisor who is looking after your vehicle’s service or repair. If you are concerned about anything, we want to know.

2) Ask to speak to a ManagerIf despite everyone’s best efforts a query cannot be resolved, please ask for the Department Manager. He or she will listen and do their best to resolve things. In some instances, and depending on the nature of the query, they may wish to seek further guidance or authority from the relevantHead of Businessfor their branch, but our focus will always be to resolve things at an early stage as quickly as possible. If you feel necessary to escalate things further following your conversations with the Department Manager, all ofour Head of Business’are extremely approachable and would also be happy to speak with you directly with a view to resolve matters at branch level.

3) Contact our Customer Care Team If you feel that our Department Managers and Head of Business have not answered all your questions or resolved an issue,our Customer Care Team will then be able to assist. This section provides information about how we will receive and manage your complaint.

a) Who to contact. Complaints to our Customer Care Team can be made in writing, by email or by letter, and contact information is as follows: Customer Care, Border Cars Group Ltd, 130-132 Terregles Street, Dumfries, DG2 9DX Email: customer.care@border-cars.co.uk

b) Information we require Please provide your name and contact details, the vehicle registration, make and model. Explain the nature of your complaint, dates and times where known and any supporting documents, if available.It would also be helpful to include information about which members of our team you have already dealt with.

c) What we will do We will acknowledge your complaintandgive you an indication of when we hope to resolve things. We will then investigate what has happened by speaking to all staff involved and reviewing records. Our aim is to deal with things very quickly. On someoccasions, we may be waiting on a third party to help resolve things,or a member of staff may be unavailable,but in any event we will keep you informed if we are unable to address the complaint within 10 working days.

4) Further Alternative Dispute Resolution CentresIf things cannot be resolved and you are not happy with our response, we will recommend you get in touch with The Motor Ombudsman. This is an automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI) approved Codes of Practice. The details are www.themotorombudsman.org or you can contact their advice Line on 0345 241 3008.

If your complaint relates to the sale of a financial or insurance product and you feel it has not been resolved to your satisfaction, you can refer your case to the Financial Ombudsman Service (FOS) Tel: 0300 123 9123 at www.financial-ombudsman.org.uk and their email is: complaint.info@financial-ombudsman.org.uk