Complaint Procedure

At Prestige Car Sales LTD, we strive to provide exceptional service and ensure customer satisfaction. However, if you are not satisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and efficiently.

1. How to Make a Complaint

You can make a complaint in any of the following ways:
• In Person: Visit our dealership at Rear of 361 Watling Street WD7 7LB and speak directly with a member of our management team.
• By Phone: Call us on 02036339008. Our customer service team is available Monday to Friday 9am until 4pm.
• By Email: Send an email to complaints@prestigecarsalesltd.com. Please include "Complaint" in the subject line for quicker processing.
• By Post: Write to us at PRESTIGE CAR SALES LTD Rear of 361 Watling Street Radlett WD7 7LB. Please include your contact information and any relevant details to help us understand the issue.

2. Information to Include in Your Complaint

To help us resolve your complaint efficiently, please provide the following information:
• Your full name and contact details.
• Details of the vehicle (make, model, registration number) if applicable.
• Date of purchase or service.
• A clear description of your complaint.
• Any supporting documents (e.g., receipts, invoices, photographs).

3. What Happens Next

• Acknowledgment: We will acknowledge receipt of your complaint within 5 to 10 working days.
• Investigation: Your complaint will be thoroughly investigated by our management team. We may contact you for further information if necessary.
• Resolution: We aim to provide a full response within 10 working days of receiving your complaint. If the investigation takes longer, we will keep you informed of the progress and the expected timescale for resolution.
• Final Response: Once the investigation is complete, we will provide you with a final written response outlining our findings, any actions we have taken or plan to take, and any proposals for resolving the issue.

4. If You Are Not Satisfied

If you are not satisfied with our final response or the way your complaint has been handled, you can escalate the matter as follows:
• Alternative Dispute Resolution (ADR): You may refer your complaint to an ADR scheme, such as the Motor Ombudsman, who can provide an independent review. Contact details are as follows:
• Motor Ombudsman
• Website: www.themotorombudsman.org
• Telephone: 0345 241 3008
• Trading Standards: You may also contact your local Trading Standards office for further advice and assistance.
• Financial Ombudsman Service (for finance-related complaints): If your complaint relates to a finance agreement, you can refer it to the Financial Ombudsman Service:
• Website: www.financial-ombudsman.org.uk
• Telephone: 0800 023 4567

5. Recording and Monitoring

All complaints are recorded and monitored to help us improve our services. We regularly review complaints and customer feedback to identify areas where we can enhance our customer experience.

6. Confidentiality

All complaints are handled with the utmost confidentiality. Your personal information will be protected in accordance with our Privacy Policy and Data Protection regulations.