Customer Service
Your Feedback
At Group 1 Automotive, we are committed to putting our customers first and we strive to deliver excellent customer service every time. Whilst this is our mission, we appreciate that sometimes things go wrong. We view complaints and feedback as an opportunity to learn and improve for the future, as well as a chance to put things right.
If you would like to get in touch regarding any aspect of our service levels then please do not hesitate to contact us directly. We will listen to all of your queries and endeavour to ensure that we can resolve any issue.
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RESPONDING TO YOUR COMPLAINT
We will acknowledge your complaint to confirm it has been received, understood, and to provide an indication of how long it will take to send you a detailed response and which member of staff is progressing your complaint.
We will aim to respond as soon as possible, and, in most cases, we will provide a full reply within four weeks. However, this may not always be possible, especially if we need to obtain further information. If it proves impossible to send a detailed answer to your complaint within the time originally indicated, we will contact you again explaining the reason why and to tell you when you will receive a full response.
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RESOLVING COMPLAINT
Though we aim to provide the best service and manage all complaints internally, if a dispute arises that cannot be resolved between us within an *8-week timescale from receipt, or you do not agree with our final response, you may refer your complaint to the relevant Alternative Dispute Resolution (ADR) firm for independent review within *6 months of receiving our final response.
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ADR for non- financial related complaints-
Group 1 Automotive is subscribed to The Motor Ombudsman for New/Used Cars and Service & Repair. The Chartered Trading Standards Institute and The Motor Ombudsman (a self-regulatory body for the automotive sector) are partners, providing Government-backed codes of practice for garages.
As a consumer, there is an alternative platform to pursuing through court. The Motor Ombudsman is an Alternative Dispute Resolution (ADR) provider which will provide you with free impartial advice and Group 1 Automotive Ltd are fully committed to any correspondence with them. For details of this service, you can call the dedicated consumer advice line on 0345 241 3008, visit www.themotorombudsman.org or write to; The Motor Ombudsman 71 Great Peter Street, London, SW1P 2BN.
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ADR for financial related complaints-
If your complaint relates to our finance or insurance distribution activities or products, you may refer your complaint to The Financial Ombudsman Service within **6 months of receiving our final response. This service is free to use and further information can be obtained by contacted this service on 0800 023 4567 or 0800 123 9 123 , or visiting https://www.financial-ombudsman.org.uk/contact-us or write to the Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
* On the 11 January 2024 the Financial Conduct Authority (for the specific case of a complaint regarding discretionary commission arrangements in motor finance), announced a pause in its rule requiring firms to provide a final response to customers within 8 weeks, for a period of 37 weeks, to allow time for this matter to be professionally reviewed. Further information can be found here https://www.fca.org.uk/carfinance
** In the same specific case, where usually you would need to refer a complaint to the Financial Ombudsman Service within 6 months of receiving our final response, this has been extended to 15 months if you were sent or receive a final response between 12th July 2023 and 20th November 2024.
