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...
Mr S Taylor
"I've had 4 cars from MJA, staff always very helpful, nothing's a problem, you're under no pressure to buy. Never had any trouble with the cars and even thogh I have an eight hour round trip from Cornwall I will be going back to MJA for my next car. My newest car I never saw until I picked it up, such is my trust in MJA."
Mrs K Hopkins
"None. Your staff were very professional and pulled out all the stops to ensure we could take our new car that day which meant we did not need to make another long journey from South Wales. Please pass on our thanks."
Mrs S Glenny
"I really can't say anything needs improving. I was dealt with professionally and respectfully by Peter Leverton. The whole process was stress free and smooth. Thank you all."
Daniel and katie Lucas
"We just wanted to email to say thank you for your help with buying our car. We can’t believe how easy and quick the whole process was. Thank you both so much as always we would be recommending MJA car sales. "
Scott Taylor
"I've had 4 cars from MJA,staff always very helpful, nothings a problem, your under no pressure to buy.Never had any trouble with the cars and even though i have a 8 hour round trip from Cornwall i will be going back to MJA for my next car.my newest car i never saw until i picked it up,such is my trust in MJA."
Miss A Duesbury
"All upfront costs to be shown in its entirety on website."
Mr M Cotney
"Very happy with the efficient friendly service and they served lovely coffee. Thank you Martin & John."
Mr D Elston
"The car that I was first after was advertised by MJA on AutoTrader. This was still advertised over a week after it was sold. Please, as soon as you have sold the car close all of the advertisements then potential customers will not be disappointed."
Mr C Thorn
"This is to inform you that a good friend of ours recently purchased a car from MJA Walton and was so delighted with the service she received that she recommended the company to us. We have to agree that the non intrusive approach to sales is a breath of fresh air. Everyone whom we have spoken to has been helpful, efficient and polite. We thank you for your help and commitment to a good service."
Anonymous
""Hope you are well."