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Our company's foremost objective has 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.
If you are not satisfied with the customer service you have received at Steven Eagell Group we would rather you inform us. We will do everything we can to address the concerns you have, endeavouring to put it right and improving our customer service moving forward.
It is normally quicker for issues to be resolved at the dealership you purchased from or where your vehicle was last serviced or repaired. If your situation has not been addressed you can send a full complaint here. Our aim is to resolve any issues within 5 working days, although this may take longer.
In the event a financial services complaint cannot be settled between us you may refer to the Financial Ombudsman Service; this service is free to use. Their consumer helpline is available on 0845 080 1800 or you can visit their website at www.financial-ombudsman.org.uk or email them at complaint.info@financial-ombudsman.org.uk; alternatively you can write to the Financial Ombudsman Service: South Quay Plaza, 183 Marsh Wall, London E14 9SR.
For non-financial services related disputes that cannot be resolved between us within a reasonable timescale, you may refer the dispute 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.
Steven Eagell Limited is authorised and regulated by the Financial Conduct Authority (FCA Reference Number 671531)as a credit broker. We are not a lender or an independent financial advisor. In the first instance, we will introduce you to our preferred lender and provide you with information regarding the finance products available to enable you to decide whether a particular finance product from our preferred lender is right for you based on the information provided. In the event that our preferred lender is not able to provide credit, we will refer you to another trusted credit broker already known to us. This credit broker will attempt to source credit for you through an alternative panel of lenders.
You are not required to use our preferred lender or any other lender introduced by our trusted broker We do not charge you a fee for an introduction to our preferred lender or to our trusted broker but we will receive a commission if you use their services, this is normally a fixed fee or a fixed percentage of the amount you borrow. The level of commission will vary dependant on the product and the lender that you use. We will inform you of the amount of commission that we will earn in good time before the finance agreement is entered into and ask you to consent to its payment. You do not have to take our finance. You can arrange funding of your vehicle elsewhere and in some cases it may be cheaper.
Steven Eagell Limited is also an appointed representative of Ingeni Services Group Limited, Unit 11, Atlas Works, Foundry Lane, Earls Colne, Colchester, CO6 2TE, which is authorised and regulated by the Financial Conduct Authority. Ingeni Services Limited's (FCA Reference Number 747381) Ingeni Services Group Limited business is to act as an agent on behalf of the insurer for insurance distribution activities only. We do not charge you a fee for our services as an insurance intermediary. We will earn a commission from the insurance provider for introducing you to them. The nature or level of commission we receive will not alter our advice to you and will depend on the product that you purchase.
For full details of our FCA Commission Status Disclosure please click here
