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 the dedicated area on our website shown below or accessed by scanning the QR code.

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

https://www.howardsgroup.co.uk/howards-customer-services

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:

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.

If you are still dissatisfied

If you wish to pursue your complaint further, you can contact:

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