Complaints procedure

We want every customer to be happy with their car. If something isn't right, please tell us so we can put it right.

How to complain

Contact us by email at , by phone on , or in writing to . Please include your name, the vehicle registration and what you'd like us to do.

What happens next

• We'll acknowledge your complaint within 3 working days.
• We'll investigate and aim to give you a full written response within 14 days. For more complex issues — for example where an independent inspection is needed — we'll keep you updated and respond in full within 8 weeks.

If you're not satisfied

If you remain unhappy, free impartial advice is available from the Citizens Advice consumer helpline on 0808 223 1133. Your statutory rights are not affected.