Complaints Process | Prestige Cars Kent

Committed to great service

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.

Complaints

Step 1 – Contact us

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.

Step 2 – Raise a Formal Complaint

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:

  • Within 5 working days, provide a written acknowledgement of your complaint
  • Keep you updated on the progress of your complaint, and within 8 weeks of receiving your complaint, we will write to you with our final response or update you advising when we will be in a position to provide you with one.
  • We may not always provide the answer you are looking for, but we will make sure we offer a clear explanation for our decision.

    Step 3 – What if I remain unhappy?

    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
    Website: www.themotorombudsman.org

    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;

    Financial Ombudsman Service
    Email: complaint.info@financial-ombudsman.org.uk
    Telephone: 0300 123 9123 or 0800 023 4567
    Website: www.financial-ombudsman.org.uk

    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:

    http://ec.europa.eu/consumers/odr/

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    Complaints