Complaints Procedure

Most of the time buying and servicing a car is a smooth and easy process. However, occasionally things do go wrong. Most of the time, these things can be addressed by your point of contact or their immediate manager within the department you’re dealing with.

If you’re not satisfied with how your concern has been handled and would like to make a complaint, the first point of contact should be the Head of Department that you have been dealing with. Their details are below:

 

Sam Robson

Automotive Hub Ltd
35 Trinity Street
Gainsborough
DN21 1HS

Complete the form below

 

How we will respond

The person investigating the complaint will contact you within 48 hours (depending on the complaint this could be sooner) to confirm their contact details and provide any immediate update.

We will do our best to resolve the complaint as soon as possible. If it is not resolved immediately, we will update you every 5 days. Whilst the Motor Ombudsman advises to allow 8 weeks to resolve a complaint, we would aim to resolve and confirm the outcome in writing within 4 weeks.

 

Can I Appeal?

If you are not satisfied with the outcome of your complaint, you can appeal this outcome to the Director of the business who will review your complaint and respond within 48 hours to acknowledge your complaint. We ask an appeal is lodged within 48 hours of receiving an outcome from the head of the department.

 

Gareth Grasham

Operations Director
Automotive Hub Ltd

35 Trinity Street
Gainsborough
DN21 1HS

Complete the form below

 

If the Director cannot resolve your complaint immediately, we will update you every 5 days.
We will aim to give you a final outcome quickly and not more than 8 weeks from when the initial complaint was raised with the business.

 

When a complaint cannot be resolved

Where your complaint cannot be resolved, once you have exhausted our internal process and received a final written response you may refer the dispute to one of the following Alternate Dispute Resolution (ADR) processes.

 

Where your complaint does relate to a financial services:

If your complaint is regarding a financial service provided by Autohub, you may refer your complaint to the Financial Ombudsman Service. To find out more visit http://www.financial-ombudsman.org.uk/consumer/complaints.htm

You can call them on 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers). Lines are open Monday to Friday from 8am to 8pm and on Saturday from 9am to 1pm.

 

Where your complaint does not relate to a financial service:

We have subscribed to Motor Codes of Practice. The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. To find out more visit https://www.themotorombudsman.org/about

You can call them on 0345 241 3008 (option 1). Lines are open between 9am to 5pm Monday to Friday.

 

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