Complaints

 

Complaints Policy

At Your Ford Centre we pride ourselves on delivering first class customer satisfaction to all our customers, however we understand that every now and again we unfortunately don't meet expectations. When this happens the first step to take is to get in contact with a member our team.

If you have a General complaint:

For complaints relating to non-regulated activities, this is anything concerning the dealership, sales or after sales.

In the first instance please get in touch with the branch manager. If your complaint relates to sales please speak to the General Manager. If your complaint relates to service please speak to the aftersales manager. In most instances complaints can be resolved with a friendly chat at branch level.

If you feel your complaint has not been fully dealt with by the branch manager you can escalate it by contacting our customer services team.

Please contact customer services directly via email with the details and any supporting documentation.
If you do not have an email account, you can telephone us or send a letter.

Dalkeith Retail Centre Limited
Bonnyrigg Road
Dalkeith
Midlothian
EH22 3HF
Scotland
01592 261199
customer.service@yourfordcentre.co.uk

Our management team is committed to resolve any issues or problems you have, whatever that may be. Often problems are quickly resolved within 24 hours leaving customers happy with the service they received.

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

E-mail: 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