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Croyland Car Megastore – Complaints Procedure
We are renowned for our high standard of customer care however, sometimes things go wrong and when it does we would like you to tell us about it so we can learn from it and continually evolve the way we work.
Formal Complaints Procedure
Stage 1
We encourage you to try and resolve the issue with the staff member dealing with your concern in an informal way. If you feel you are unable to resolve the matter in this way you should email your complaint to aftersales@croylandcarmegastore.co.ukyour complaint will be dealt with by:
Jason Hewitt – Aftersales Manager
Sophie Gooserson – Operations Manager
Your complaint will be acknowledged within 7 days and a full response within 14 days.
Stage 2
If you remain dissatisfied with the outcome of your initial complaint (Stage 1) please reply to our initial response asking for your complaint to be reviewed. Your email will be acknowledged within 48 hours days and you will receive a full and final response within 7 days. Your complaint will be reviewed by:
Mark Swindells – General Manager
Final Stage
Our Alternative Dispute Resolution (ADR) Process
If you are not satisfied following the conclusion of our complaint handling procedure, it is recommended that you contact The National Conciliation Service:
First floor
2, Allerton Road
Central Park
Rugby
Warwickshire
CV23 0PA
Telephone: 01788 538317
https://www.nationalconciliationservice.co.uk/contact-us/
Please quote our postcode and business name as below.
NN10 6GA, Croyland Motors Limited T/A Croyland Car Megastore
As a subscriber to the Motor Industry Code of Practice for Service & Repair, we are fully committed to making sure we operate to the highest standards of service, so we can give you peace of mind and we are committed to:
If you have a Complaint regarding FCA regulated activities
Regulated activities are Finance or Insurance, if your complaint relates to these then please contact Automotive Compliance directly.
Automotive Compliance Ltd you can be contacted via post, telephone, or email:
Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD
Telephone - 01452 671 560
Email ; complaints@automotive-compliance.co.uk
If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
Thank you
The Croyland Car Megastore Team
Croyland Motors Limited T/A Croyland Car Megastore, T/A Croyland Leisure is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Croyland Motors Limited T/A Croyland Car Megastore, T/A Croyland Leisure to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only. We are a credit broker and not a lender. We can introduce you to a limited number of lenders and their finance products. We are not an independent financial advisor and we act as their agent for this introduction. We may advise you on the products, subject to your personal circumstances, though you are not obliged to take our advice or recommendation. We do not charge you a fee for our services. Whichever lender we introduce you to, we will typically receive commission from them (either a fixed fee or a fixed percentage of the amount you borrow). For your reassurance, all of the lenders we work with could pay commission at different rates, but the commission we receive does not influence the interest rate you will pay. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.
