Chat 01482 567260 Home Cars 0% APR Deals Can I Get Credit? About Contact Search vehicles Complaints Procedure If you wish to raise an issue or complaint to CarSupermarket.com At CarSupermarket.com (a trading style of Motor Depot Ltd) we believe that if a customer wishes to register a concern or make a complaint they should find it easy to do so. Our policy is to welcome complaints and look upon them as an opportunity to provide better customer service in the future. Our policy is to ensure that complaints are dealt with quickly professionally and consistently and that all comments made by customers are taken seriously and acted upon. Registering a concern with your vehicle If you have any concerns regarding your vehicle or the service you have received these should be raised with your nearest service centre in the first instance, contact details can be found on our homepage. The service centre will take full details of the issue and arrange for the vehicle to be inspected at the earliest opportunity. Once the vehicle has been inspected we will then agree the most appropriate next steps with you. Registering a complaint regarding the service you have received If you are not happy with the agreed next steps or wish to raise a complaint regarding the service you have received, this will need to be raised with our Customer Service team based at Head Office. Complaints can be made by telephone, email or in writing, contact details can be found below: Customer Service Department CarSupermaket.com Bridge Haven One Saxon Way Hessle East Yorkshire HU13 0TP Email: customerservice@motordepot.co.uk In order to help us to assist you in the best way possible please could you have the following information at hand when contacting Motordepot to raise a complaint: Your name, address and vehicle registration The best current contact details for you A detailed description of your complaint Details of how you would like us to resolve your complaint if appropriate, copies of any relevant supporting documentation What happens next When a complaint is received it will be logged by the Customer Service Team, who will acknowledge receipt within 48 hours. The Customer Service team will then deal with the complaint throughout the process. If the complaint is not made by the customer but on the customer’s behalf, then consent of the customer, in writing, must be provided by the complainant. Following receipt of the complaint Motor Depot Ltd will launch an investigation and within 28 days should be in a position to provide a full explanation to the complainant. This will be provided either in writing or by arranging a meeting with the customer (where appropriate). If your complaint is too complex to complete the investigation within 28 days, you will be informed of any delays as soon as this is apparent. If you remain unhappy with our final decision, then details of our ADR scheme are to be issued. You will also be made aware, when appropriate, of your right to refer the matter to the financial ombudsman service by calling 0300 123 9 123 and asking for advice. What is my car worth? Value my car Can I get credit? 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We act as a credit broker not a lender, we can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase and we will only introduce you to these lenders. We typically receive a fixed commission calculated by reference to the particular vehicle, product or amount you borrow, for introducing you to a lender but this does not affect the interest charged on the agreement all of which are set by the lender. Each car on our website is provided with a representative finance quotation based on the interest rate available on that vehicle. Please be aware that if you select a different vehicle during your decision to purchase, the interest rate available from the lender may differ. Should this be the case, we will ensure that you receive a new quotation. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. Motor Depot Limited is an Appointed Representative of Autoprotect MBI Ltd for insurance distribution purposes. Autoprotect MBI Ltd is authorised and regulated by the Financial Conduct Authority , their firm reference number is 312143, you can check this at www.fca.org.uk. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk. Postal address: Motor Depot Limited, Bridge Haven One, Saxon Way, Priory Park, Hessle, East Yorkshire, HU13 9PG © Motor Depot Ltd 2021 | Powered by Nexus Point Apex Privacy Policy Cookie Policy Distance Selling Regulations Terms Of Sale Finance Terms Complaint Handling