1. Purpose and Scope
Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which MJA Car Sales and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.
This policy covers:
2. What is a complaint?
A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.
3. Our Standards
4. How to complain
Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.
5. What information is required when making a complaint?
Please provide the following:
6. How to contact us?
MJA Car Sales,
1 Cleveland Close,
Walton-on-Thames,
Surrey
KT12 1RB
Telephone : 01932 234 000
E-mail: info@mjacarsales.co.uk
7. What to do if you remain dissatisfied?
We aim to resolve complaints at the earliest possible opportunity. If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations, you have the right to refer your case to Financial Ombudsman Service.
To contact the FOS, please call: 0300 123 9123 or visit https://www.financial-ombudsman.org.uk/
Or alternatively, you can write to the FOS via:
Financial Ombudsman Service
Exchange Tower, London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
8. Data Protection
All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018.
9. Quality Controls
Complaints are analysed quarterly by the Compliance Department for the identification of systemic or recurring problems including the time taken to resolve. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.
Authorised and regulated by the FCA. Our FCA Register number is: 310192
Company Reg No: 1173507
We asked our customers if we could improve our service...
"Excellent customer service... Good regular communication. Would definitely use again. Made purchasing a vehicle a very easy process."
"No downside, staff at Walton very friendly and efficient. New car & p/x on my car exactly as offered. Good luck to your team."
"Very happy with service received, thank-you!"
"5 Star. Very happy with the service provided even though I put a deposit on one car and then changed my mind and bought a different one from your Burpham branch. All the staff were very easy going and very helpful. Would recommend you."
"No - very happy. A very pleasant experience - no pushy salespeople - Trevor Wells made whole procedure easy - he was knowledgeable about car - would recommend to friends."
"Changing private number plate took longer than we thought."
"No it was excellent service beginning to end."
"None very helpful."
"Nothing to change (no pushy salesmen). Tony was very good and helpful."
"Quality car at a competitive rate. No pressure selling, just good honest advice. Great professional service all round."