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Complaints Policy

At Sandicliffe we aim to provide the highest quality service to all of our customers at all times. We welcome feedback from our customers, and where we receive a complaint, we aim to respond to it in a timely manner.

If for any reason you are unhappy with the service we have provided, please find below our customer complaints procedure.

In the first instance please speak to the Departmental Manager at the site you are dealing with. We will endeavour to resolve your issue on the spot where possible. Some issues may require investigation and so will take longer to resolve, we will keep you informed throughout this process.

If you feel your complaint has not been satisfactorily dealt with, please put your complaint in writing to the Loyalty Team. This will the be logged on the Sandicliffe Customer feedback system and an investigation into the complaint will be conducted.  You will be advised of the outcome in writing.

Sandicliffe subscribes to the Motor Industry Code of Practice for Service and Repair. If you are still not satisfied following the conclusion of this procedure, The Motor Ombudsman will offer free impartial advice and, when appropriate, a CTSI certified Alternative Dispute Resolution (ADR) service. For further information you can visit their website at https://www.themotorombudsman.org or call their Consumer Advice Line: 0345 241 3008

Complaints where you are operating under Automotive Compliance’s FCA permissions, the following contact details need to be on this page for complaints:

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: [email protected]

Financial Ombudsman Service, the following information must also be added to this page: If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

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