Search Offers 0 Saved Call Menu Back You are here: Homepage > Complaints Procedure Smiths Motor Group Complaints Procedure In the unlikely event that any of our customers find themselves unhappy with the level of service received or the manner in which they were treated, the following information will guide you through our formal Complaints Procedure. Usually a phone call to the staff member or relevant department dealing with you in the first instance, will allow us to resolve your issues quickly and efficiently. If, however, you are not totally satisfied with the outcome and would like to raise the matter with our Management team then you can address your concerns in the following manner: Complaints Process Firstly, address your complaint to the Departmental Manager at the branch you have been dealing with by letter or email. State as much information as possible as this will assist us in resolving the issue, including: What went wrong Date & time of concern Staff member who was dealing with the concern A resolution proposal Reference details i.e. vehicle registration, model and invoice number If your concern relates to a regulated finance agreement and we have been unable to resolve it, as an appointed representative of Automotive Compliance you can contact them in one of the following ways: Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452 671560 Email: complaints@automotive-compliance.co.uk/ Resolving Complaints We will: Acknowledge your complaint in writing Inform you of the person dealing with your complaint and how to contact them Investigate the issue raised in a professional, confidential and thorough manner Apologise if we have got it wrong Report in writing the findings of the investigation detailing where things went wrong Propose a merited resolution that achieves an efficient resolution of the complaint Make senior management aware of the complaint during review meetings Please be aware that we do not run a policy of monetary compensation for inconvenience caused or time loss within any complaints raised. Further Review In the unlikely event that a complaint is still not resolved from to your satisfaction, the General Manager or Director, who was not involved in the process, will review the complaint with a fresh outlook as to the content and response to the case. If after such a review the dispute cannot be resolved, the Retail Motor Industry Federation (RMI) National Conciliation Service will offer free impartial advice and when appropriate an Alternative Dispute Resolution (ADR) service that we are fully committed to. For further information, you can visit their website or call 01788 538317. If your complaint relates to a regulated finance agreement and 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. Find your nearest Dealer Select Franchise All FIND NOW VIEW ALL LOCATIONS Privacy & Legal Terms & Conditions Site Map Complaints Procedure Back to Top NetDirector ® - Automotive Ecommerce change cookie settings This site uses cookies and related technologies for site operation, analytics and third party advertising purposes as described in our Privacy and Data Processing Policy. You may choose to consent to our use of these technologies, or further manage your preferences. To opt-out of sharing with third parties information related to these technologies, select "Manage Settings" or submit a Do Not Sell My Personal Information request. MANAGE SETTINGS ACCEPT RECOMMENDED