Days Motor Group are committed to achieve a high level of service for our customer’s. However, we may not always deliver the levels of service you were expecting and should this be your experience we welcome your feedback, to allow us to continually improve. This policy is designed to provide guidance on the way in which Days Motor Group receive and manage complaints. We want to help you to resolve your complaint as quickly as possible.
This policy covers:
Our standards
- How to complain
- How to contact us
This policy only applies to complaints about your vehicle purchase or service experience.
If you have a complaint about finance and/or insurance, please refer to and follow our information and advice.
A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.
- We treat all complaints seriously, whatever format they are received in
- You will be treated with courtesy at all times
- We will deal with your complaint promptly
- We will keep you updated and let you know when we expect to be able to reply in full
Complaints received are logged and analysed for business improvement.
Complaints can be made and received in a variety of ways; email or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.
Please provide the following:
- Your name, and contact details
- Which branch (and department) you dealt with
- Vehicle registration, make and model, if applicable
- Nature of the complaint
- Dates and times, where known
- Copies of any supporting documentation, if available
Try to explain what you would like to put things right.
a. In the first instance speak to the Department Manager at the relevant site
b. If they are unable to resolve your complaint, please put your complaint in writing (either by letter or email). Alternatively, you can fill out the form below.
c. We will respond within eight weeks with the outcome of your complaint
d. If you are unhappy with the final response you can refer the complaint to The Motor Ombudsmen online or call 0345 241 3008.