Prestige Cars Kent is committed to providing products and service of the highest standard, but we do understand that sometimes things can go wrong.
If you have a concern or are dissatisfied in any way, we will do our best to help resolve the situation in a fair and transparent way. We will investigate all complaints thoroughly and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently, and promptly taking into account all relevant factors to ensure a fair outcome for you.
If you have a concern with either your vehicle or the service you have received, please firstly raise this with our Sales Manager or our After Sales Manager, they are best placed to assist you.
Should you remain unhappy, our management team will escalate your concerns to our Customer Care team for an independent review and ultimately our final response.
To help us investigate and try to resolve your complaint, we'll ask for the following information:
1. Your name, address and best contact details
2. A clear description of your complaint and desired resolution
3. Copies of any supporting documents
It is our aim to resolve your complaint promptly and we will adhere to the following timescales:
We may not always provide the answer you are looking for, but we will make sure we offer a clear explanation for our decision.
If you are dissatisfied with either our final response, or the reasons for any delay in providing this, you may be able to ask The Motor Ombudsman or The Financial Ombudsman Service, whichever applies to you, for an independent review. This is a free and independent service.
Please find their details below;
For Motor Consumer Activities;
The Motor Ombudsman
Telephone: 0345 241 3008
To pursue your complaint to them you must do so within 12 months from the date of our final response letter or email.
For Finance related issues;
To pursue your complaint to them you must do so within 6 months from the date of our final response letter or email.
The European Commission’s Online Dispute Resolution Service European legislation guarantees consumers help to ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service.
For full details please go to:
As a family owned business, we take all feedback seriously. Whether it's good or bad, we value customers taking the time to provide us with their feedback.
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