Complaints Procedure

Should you feel aggrieved by any of the services we offer, here is our policy regarding complaint handling.

In the first instance speak to your point of contact to try to get the matter resolved, salesmen, service and parts advisors have the authority to act on behalf of the company, offering corrective action and in certain circumstances financial redress with limits.

Should they be unable to offer a satisfactory outcome then ask to speak to their manager. Often the manager will become involved at the same time as the advisor, so if the matter still cannot be resolved please contact our Customer Care Manager, Lisa Beach.

Miss Lisa Beach is acting independently from the departments with full investigation powers on the level with the managers. She will try to act as a mediator with a balanced view between the interest of the customer and the long term interest of the company.

Lisa is based at Harrow in the Managing Directors Office and consults regularly with me regarding customer issues. She Can be contacted on 0208 515 7106 Monday to Friday 10am to 4pm. By e-mail to customercare@northernmotors.co.uk, by post to 333 Pinner Road, Harrow, HA1 4JR. or by Fax 0208 861 5042.

What will happen to your complaint?

We will respond within at least 5 working days, at worst with an acknowledgement.

We will aim to deal with your complaint as quickly as possible and at least within four weeks and give a final response within 8 weeks.

When we respond we will inform you whether we accept or reject the complaint and what redress (if any) we are offering. We will offer our reasons for rejection. We will consider a complaint closed if we do not have a response in eight weeks.

Should you still not be satisfied we will review the case and issue a Final Response. This will be in a similar format but informing you that this really is our final view on the issues raised and further redress will have to be sought using independent adjudicators.

Independent Adjudicators

Retail Motor Industry Federation. We are members and they offer a conciliatory service. www.rmif.co.uk

Vauxhall Motors Customer Care. Griffin House, Osborne Road, Luton, Bedfordshire. LU1 3YT. Tel: 01582 721122 Fax: 01582 427400

Financial Ombudsman. Our FSA Registration Number is 307054. They can be contacted regarding Finance and Insurance matters.

www.financial-ombudsman.org.uk

Obviously we hope these procedures are never invoked and an amicable solution is found. We are a reasonable firm that has the long term interests and our 50 year reputation to maintain. We do make mistakes as this is an extraordinarily complex business, with complex multi-faceted transactions, we will apologise and offer financial redress when we believe it to be necessary.

Kind Regards

Michael Beavis

Managing Director