Customer Complaints Process | Howards Motor Group
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Customer Complaints Process

Our Commitment to you

Across our Group, our aim is to provide you with an exceptional experience, and for this reason we place customers at the forefront of every decision we make. If something is not up the standard that we expect then we will aim to put things right as quickly as possible

In the case that you have concerns and we have not met your expectations, please speak to a member of the team in the first instance. Should you need to escalate, please get in touch using this dedicated area on our website.

If you need assistance, please speak to a member of our team who can raise it on your behalf.

We aim to resolve your concerns at the Retailer immediately, however in the instance that it requires further investigation, our commitment to you is as follows:


 FOR NON-FINANCIAL COMPLAINTS

By day 7
We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.

By day 28
Your complaint would have been investigated and we will email you with a response. If a complaint has not been resolved to your satisfaction please contact us and we will arrange for your concerns to be reviewed. If for any reason we are still unable to provide a full response by this time we will contact you with an update of the current situation.

By day 56
In the unlikely event that your complaint has not been resolved at an earlier stage, a Senior Manager will complete a review and contact you with a final response.


FOR FINANCIAL COMPLAINTS

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

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 


Other non-regulated complaints
Howards Motor Group subscribes to The Motor Ombudsman who is the automotive dispute resolution (ADR) body if a consumer remains dissatisfied with the outcome of a dispute in relation to service and repair.

Contact details are:
The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
www.themotorombudsman.org/ 
Consumer Advice Line 0345 241 3008

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Reputation Reviews

  • Howards Garages (Weston) 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 Howards Garages (Weston) 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.