MJA Car Sales

SUNBURY 01932 721000

GUILDFORD 01483 543800

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...

Mr A Shaw Mr A Shaw
"Not really - it was very good service/process."

Mrs J.Williams Mrs J.Williams
"Salesperson was fantastic!"

Mr S Dixon Mr S Dixon
"5 Star. Very helpful staff with no selling pressure and a great selection of quality cars."

Mrs A Jackson Mrs A Jackson
"5 star. So far, so good with purchase. Cannot fault the customer service at MJA Walton, from looking at the vehicle to driving home. Could not have been more helpful and informative. Would have no hesitation in using them again and would recommend to others. Excellent."

Miss P Shaweewan Miss P Shaweewan
"Thank you! Scott and I love the car and it's just perfect for what we need. No issues at all with the drive to Peterborough and back. Alan was excellent at answering all my questions and I feel the whole process was super easy and fast. I will definitely recommend to anyone looking for a car."

Miss J Brennan Miss J Brennan
"I would just like to say a huge 'Thank you' for all your commitment and hard work allowing this to happen. We are over the moon with the car, it is perfect."

Mr A De Looze Mr A De Looze
"The helpful and courteous team ant Walton/Hersham branch, in particular Mike and John, were a deciding factor in the purchase of my new car."

Mr K Diston Mr K Diston
"Very good team you have, no change needed."

Mr S Thomas Mr S Thomas
"No. You have a super sales team and I can only praise your customer service. First class!"

MGUN MGUN
"My wife and I turned up one late afternoon to the Sunbury Branch hoping to find a good car. Though already busy with preparation of another sale, Stuart Christie was happy to accommodate. He located the car we wanted at another branch, organised to transfer it to Sunbury with no delay and we were able to conclude the deal smoothly. We are very happy with the service Stuart gave and here is a well deserved 5 star rating."

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