At Ancaster and Allams Motor Services, we pride ourselves on delivering first class customer satisfaction to all our customers, however we understand that every now and again we unfortunately don’t meet expectations. When this happens the first step to take is to get in contact with a member our team.
For general complaints, this is anything concerning the dealership, sales or after sales, our complaints handling procedure is that we must receive all complaints in writing, emailed to customerservice@ancaster.co.uk or sent to us:
FAO Customer Service,
Ancaster,
61 Croydon Road,
Penge,
SE20 7TF
020 8331 6470
Our management team is committed to resolve any issues or problems you have, whatever that may be. Often problems are quickly resolved leaving customers happy with the service they received.
Where a complaint cannot be resolved within 72 hours, once you have exhausted our internal process you may refer the dispute to the following ADR processes,
Where your complaint does not relate to a financial service, The Motor Codes Advisory and Conciliation Service. The service is free to use. For details of this service you can visit their website at https://www.themotorombudsman.org/ or contact them on 020 7344 1651.
Where your complaint relates to Financial Services, the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.
If you have a Complaint regarding insurance activities
If your complaint relates to Insurance, then please contact Automotive Compliance directly.
Automotive Compliance Ltd 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 a complaint regarding Finance or Insurance activities is received we aim to provide our final response to you within 8 weeks. If you are not satisfied with the outcome and redress, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
Where any dispute cannot be resolved through ADR, the Purchase Order and Contract shall be governed by and construed in accordance with the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.
Our senior management team regularly review complaint management information to ensure best practice is adhered to and any root cause issues are identified.
