Complaint Handling

If you wish to raise an issue or complaint to CarSupermarket.Finance

At CarSupermarket.Finance (a trading style of Motor Depot Ltd) we believe that if a customer wishes to register a concern or make a complaint they should find it easy to do so. Our policy is to welcome complaints and look upon them as an opportunity to provide better customer service in the future. Our policy is to ensure that complaints are dealt with quickly professionally and consistently and that all comments made by customers are taken seriously and acted upon.

Registering a concern with your vehicle

If you have any concerns regarding your vehicle or the service you have received these should be raised with your nearest service centre in the first instance, contact details can be found on our homepage. The service centre will take full details of the issue and arrange for the vehicle to be inspected at the earliest opportunity. Once the vehicle has been inspected we will then agree the most appropriate next steps with you.

Registering a complaint regarding the service you have received

If you are not happy with the agreed next steps or wish to raise a complaint regarding the service you have received, this will need to be raised with our Customer Service team based at Head Office. Complaints can be made by telephone, email or in writing, contact details can be found below:

• Customer Service Department
  CarSupermaket.Finance
  Bridge Haven One
  Saxon Way
  Hessle
  East Yorkshire
  HU13 0TP

• Email: [email protected]

In order to help us to assist you in the best way possible please could you have the following information at hand when contacting Motordepot to raise a complaint:

• Your name, address and vehicle registration

• The best current contact details for you

• A detailed description of your complaint

• Details of how you would like us to resolve your complaint

• if appropriate, copies of any relevant supporting documentation

What happens next

• When a complaint is received it will be logged by the Customer Service Team, who will acknowledge receipt within 48 hours. The Customer Service team will then deal with the complaint throughout the process.

• If the complaint is not made by the customer but on the customer’s behalf, then consent of the customer, in writing, must be provided by the complainant.

• Following receipt of the complaint Motor Depot Ltd will launch an investigation and within 28 days should be in a position to provide a full explanation to the complainant. This will be provided either in writing or by arranging a meeting with the customer (where appropriate).

• If your complaint is too complex to complete the investigation within 28 days, you will be informed of any delays as soon as this is apparent.

• If you remain unhappy with our final decision, then details of our ADR scheme are to be issued. You will also be made aware, when appropriate, of your right to refer the matter to the financial ombudsman service by calling 0300 123 9 123 and asking for advice.