MJA Car Sales

SUNBURY 01932 721000

WALTON 01932 234000

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Complaints Handling Policy

 

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:

  • Our standards
  • How to complain
  • How to contact us
  • What to do if you remain dissatisfied

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

  • We treat all complaints seriously, whatever format they are received in
  • You will be treated with courtesy at all times
  • We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days
  • We will keep you updated and let you know when we expect to be able to reply in full
  • Complaints received are logged and analysed for business improvement

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:

  • Your name, and contact details
  • Vehicle registration, make and model, if applicable
  • Nature of the complaint
  • Dates and times, where known
  • Copies of any supporting documentation, if available

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...

Mrs J York Mrs J York
"Having travelled from Cambridge to Guildford to view a vehicle I researched online I was certainly not disappointed. Having spoken to one of your sales personnel, Mark Nagel, I was impressed with the level of detail he was able to impart about the car - a test drive later and the car was purchased. Mr Nagel was very professional, friendly and unhurried and the whole process of the purchase was seamless. I can't recommend MJA Car Sales highly enough."

Mr J Wall Mr J Wall
"Nigel was an outstanding salesman - congratulations!"

Ms R Javier Ms R Javier
"My previous car failed its MOT and I urgently needed a great car that would last me a long time. I needed the security of a stable and reliable car. MJA car sales did a perfect job with supporting me in shopping for my car and the service was great. James was professional and really helpful. There was NO pressure at all which allowed me to think about my options and make an informed decision about the right car for me. MJA car sales were very friendly and James went through everything with me and ensured I understood everything, they made sure all my needs were met and that the car was perfect. They had a checklist for the car and were transparent and open about everything which gave me peace of mind and felt very comfortable and confident in my purchase. Thank you! Highly recommended."

Mr G Simmonds Mr G Simmonds
"We had very good service on the day and before. Simon was very helpful even when we changed our mind on the car and went for the one we got. On the day we picked it up the car was perfect and helped to get the tax done aswell. Thank you for your service."

Mr D Tubbs Mr D Tubbs
"No - however I would like to commend Simon Mann for his excellent customer service."

Miss S Phillips Miss S Phillips
"5 Star. "

Mrs S Hersey Mrs S Hersey
"5 star service from start to finish. Simon was extremely helpful and got my new car ready 3 days early as I had sold my car quicker than I thought. MJA was recommended to me and I would not hesitate to pass this on. Will definitely be back."

Miss R Middleton Miss R Middleton
"5 Star. Matt at MJA was a pleasure to deal with at all times. The car was reasonably priced, and the whole process was smooth and stress free. Highly recommended."

Mrs S O'Donoghue Mrs S O'Donoghue
"Very good service, always very helpful. However no main handbook in vehicle. I did email to find out why and received no response. Very disappointed!"

Mrs K Adams Mrs K Adams
"Nigel went beyond the call of duty delivering the car to our home address in West Sussex on a Sunday morning when the finance company couldn't transfer the funds on the Saturday. Through no fault of his own, Nigel excelled - an asset to your business! Our little Fiat 500 was superbly prepared and faultless. A pleasure to do business with you. Thank you!"

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