Reviews(4.7)
(15,612)
0330 012 3211
SandicliffeSandicliffe
Sandicliffe
0330 012 3211
Find us

Sandicliffe Complaints Policy

At Sandicliffe Ltd, we are committed to providing exceptional service. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right and learn for the future.

This policy outlines how we handle complaints about the sale of goods and services (General Complaints) and complaints related to finance, insurance, or other regulated activities (Regulated Complaints).

1. How to Make a Complaint

1. The Local Team

In the first instance, please speak to the Departmental Manager at the Sandicliffe site where the issue occurred. Our goal is to resolve your concern on the spot where possible.

2. Formal Written Complaint

If the issue cannot be resolved locally, or if you prefer to make a formal complaint, please put the details in writing to our Loyalty Team.

Contact Method

Details

Email

customerfeedback@sandicliffe.co.uk

Post

The Loyalty Team, Sandicliffe Ltd, 155-185 Derby Road, Loughborough, LE11 5HN

  • Please include: Your name, address, phone number, vehicle registration, the Sandicliffe branch, and a clear description of your complaint.

2. Our Commitment and Timeframes

We are governed by the Financial Conduct Authority (FCA) and follow their Dispute Resolution: Complaints (DISP) rules to ensure all complaints are handled fairly, promptly, and transparently, in line with the FCA Consumer Duty.

A. General Complaints (Sales, Servicing, Repairs)

Action

Timeframe

Acknowledgement

We aim to formally acknowledge receipt of your complaint within 48 hours.

Final Response

We will aim to investigate and provide a full written response within 14 days.

If you are not satisfied with the final response, you may refer your complaint to our Alternative Dispute Resolution (ADR) provider, The Motor Ombudsman.

B. Regulated Complaints (Finance and Insurance)

Complaints concerning the arrangement of credit (finance) or insurance products fall under strict FCA regulation.

Action

Timeframe

Acknowledgement

We will send a written acknowledgment of your complaint within 5 working days.

Summary Resolution (DISP 1.5.2)

If we can resolve your complaint by the close of the third business day following receipt, we will send you a Summary Resolution Communication (SRC) detailing the resolution and your right to refer to the FOS.

Final Response

We will aim to send a final, written response within 8 weeks from the date we received your complaint.

3. What Our Final Response Will Include

Whether your complaint is resolved quickly or requires a full investigation, our communication will be clear, fair, and not misleading.

  1. Outcome: A definitive statement of whether your complaint is Upheld, Partially Upheld, or Not Upheld, along with the reasons for this decision.

  2. Redress: If your complaint is upheld, we will detail the nature and quantum of the redress being offered, and the steps required to accept it.

  3. FOS Rights (If Applicable): If you are dissatisfied with our final response, or if 8 weeks have passed and you have not received a final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If We Cannot Resolve the Complaint Within 8 Weeks

If, exceptionally, we are unable to provide a final response within 8 weeks, we will write to you:

  • Explaining the reasons for the delay.

  • Informing you of the date by which we expect to issue a final response.

  • Advising you of your immediate right to refer the complaint to the FOS.

4. Addressing Vulnerability and Third-Party Complaints

A. Vulnerability

In line with the FCA Consumer Duty, we are committed to handling complaints fairly for all customers. If you have circumstances that make it difficult for you to communicate or understand our process (e.g., vulnerability due to health, age, or life events), please inform us immediately so we can adjust our process and provide appropriate support and assistance.

B. Third-Party Complaints

If your complaint is submitted by a third party (such as a Claims Management Company), we require a formal, current Letter of Authority (LOA) confirming their instruction to act on your behalf before we can engage with them. We will adhere to specific DISP rules regarding third-party complaints, always ensuring the best interests of the consumer are met.

5. Learning from Complaints (Root Cause Analysis)

We view complaints as a valuable opportunity to improve our business. All complaints are recorded, logged, and subject to Root Cause Analysis (RCA).

The results of our RCA are used by Sandicliffe Ltd to:

  • Identify and correct systemic issues.

  • Improve our products, processes, and training.

  • Drive continuous operational improvement across Sandicliffe Ltd, demonstrating our commitment to providing good outcomes for all customers under the Consumer Duty.

6. External Resolution (ADR and FOS)

If you remain dissatisfied after receiving our final response, or if the time limits have passed, you may be able to refer your complaint to an external body.

General Complaints (Non-Regulated)

The Motor Ombudsman (TMO)

Regulated Complaints (Finance and Insurance)

Financial Ombudsman Service (FOS)

If your complaint relates to Discretionary Commission Arrangements (DCA), you can find further information here:

Discretionary Commission Complaints

Our Trusted Partners

Get in touch

Customer SupportCall us
Web Sales Enquiry Contact us
Complaints / Help Contact us

Follow us

We accept these payment methods
Website driven by Autonomy, from mtc.

At Sandicliffe, we believe in Treating Customers Fairly. Sandicliffe is a trading name of Sandicliffe Ltd. Registered in England and Wales No with company registration number 03193805. Registered office: 155-185 Derby Road, Loughborough, England, LE11 5HN. To improve our quality, calls may be recorded for training and monitoring purposes.

'Used Car Disclaimer'
Some of our vehicles have been sourced from Manufacturer buy back schemes or selected Fleets. As a result whilst we can confirm the number of registered keepers we cannot confirm how many drivers a vehicle has had. We can confirm that the vehicle has passed a comprehensive AA Approved check carried out by a manufacturer approved technician and has a full HPI Provenance check meaning we can guarantee its lifetime history.

Sandicliffe subscribes to the Motor Industry Code of Practice for Service and Repair (and Vehicles Sales where applicable) for motor vehicles.

Sandicliffe Garages Ltd and Sandicliffe Ltd is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Sandicliffe Garages Ltd and Sandicliffe Ltd to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor. Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase. Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement. All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.