Customer Complaints
Providing an excellent customer service is important to Heritage Automotive, along with the complete satisfaction of our customers. It is never our intention to cause inconvenience to you, but occasionally, something goes wrong. We will always do our utmost to resolve a complaint to your satisfaction and will endeavour to address your complaint in a fair, consistent and prompt manner.
What we need from you in the event of you raising a complaint:
- Vehicle details - Registration Number, Make & Model
- Dealership details – site address and date of purchase/interaction
- Complaint – a clear written statement of what your complaint is about and the expectation or resolution you require.
- For Finance and Insurance complaints, please email: complaints@ha-limited.co.uk
- For Data Protection complaints please email: dataprotection@ha-limited.co.uk
- We would encourage you to contact the Manager of the department you have a complaint about (see Meet the Team pages for contact details).
- Should that not provide a satisfactory resolution please contact the relevant site’s Head of Business (see Meet the Team pages for contact details)
- For any other matters, including more general issues, then again contact the relevant site’s Head of Business (see Meet the Team pages for contact details)
What happens next?
We will endeavour to acknowledge your written complaint in 5 working days.
We will investigate and provide a written response within 4 weeks.
If the investigation is likely to be longer, we commit to keeping you informed and explaining the reason for the delay.
Final response:
We will always aim to resolve your complaint at the earliest opportunity. We are required to respond to all complaints with our final outcome within 8 weeks, or explain why and how much further time is required.
The final outcome letter will include:
- Our decision and reason as to whether the complaint has been upheld or rejected.
- Details of any redress/remedial action being (or that has been) taken.
- Your right to refer to the relevant Ombudsman if you remain unsatisfied with the outcome, along with their contact details.
If we need longer to investigate or cannot resolve your complaint within 8 weeks, we will keep you informed of the current situation and the planned course of action.
The issuing of the Final Response Letter ends our formal complaints procedure.
If you have a Complaint regarding FCA regulated activities
Regulated activities are Finance or Insurance. If your complaint relates to these then please contact Automotive Compliance directly.
Automotive Compliance Limited can be contacted via post, telephone, or email:
Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD
Telephone - 01452 671 560
Email: complaints@automotive-compliance.co.uk
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 0234 567, you can visit their website at www.financial-ombudsman.org.uk, or you can email them at complaint.info@financial-ombudsman.org.uk.