Customer Complaint Procedure

Non-Financial Services Complaints

If you have a complaint

At Steven Eagell, our foremost objective has always been to offer complete customer satisfaction to all our customers. We are committed to delivering complete customer satisfaction, but we recognise there might be situations where we don't necessarily get it right. We will endeavour to address your complaint in a fair, consistent and prompt manner.

What Products and Services are covered by this procedure?

This tells you how to make a complaint about any non-finance or non-insurance product or service we have provided, including complaints about servicing, repairs or the vehicle we have supplied, and sets out our complaints handling procedure.

For Finance and Insurance-related complaints, please see our “Customer Complaint Procedure – Financial Services Complaints”

Note that if your complaint is about a vehicle we have supplied, and you purchased the vehicle using finance arranged by Steven Eagell Group, we may also investigate your complaint as a Financial Services complaint.

The steps we take to handle complaints

It is never our intention to cause inconvenience to you, we will always do our utmost to resolve a complaint to your satisfaction. We will endeavour to address your complaint in a fair, consistent and prompt manner. This tells you how to make a complaint and sets out our complaints handling procedure.

Let us know how we can help you

It is normally quicker for issues to be resolved at the dealership you purchased from or where your vehicle was last serviced or repaired. All of our dealerships have a General Manager who will be happy to assist you with any concerns you may have. For a list of our dealerships, General Managers and their contact telephone numbers please visit our website at www.steveneagell.co.uk

Alternatively, you may prefer to contact our Customer Services team. We can be contacted via email at feedback@steveneagell.co.uk, or you can write to us at Customer Service, Steven Eagell Limited, Power House, Harrison Close, Knowlhill, Milton Keynes MK5 8PA

What happens next?

We always seek to resolve issues when you first get in touch with us. If we cannot resolve your complaint straight away, we will escalate your concerns so our team can look at it in more detail. After your complaint, has been received, we will take the following steps:

Within a week

We will try to give you a full reply. If this is not possible we will let you know we have received your complaint and provide you with details of who is dealing with it.

Within four weeks

We hope to have completed our investigations and confirmed our proposal for addressing your concerns. Hopefully, this will resolve the situation but, if you are still unhappy, please contact us at customerservices@steveneagell.co.uk

Within eight weeks

We aim to resolve your complaint within eight weeks. If we have not been able to reach a resolution by this time, or you are unhappy with the outcome of your complaint, please email customerservices@steveneagell.co.uk or alternatively you may wish to refer the complaint to the Motor Ombudsman for an independent review.

Taking things further

If we haven’t been able to conclude matters to your satisfaction, you may have the right to refer your complaint to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to:

The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.