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Lloyd Motors Limited Complaint Procedure

Lloyd Motors Limited is committed to providing a customer experience of the highest standard, but we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we will do our best to help resolve the situation in a fair and transparent way.

We will investigate all complaints competently, diligently and obtain additional information as necessary. Every complaint will be assessed fairly, consistently, and promptly taking into account all relevant factors to ensure a reasonable and fair outcome.

Our commitment to you

We will thoroughly investigate your complaint and offer a fair response that will consider all the information available to us.

We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible, we will, within 5 working days, provide a written acknowledgement of your complaint and explain why we are not able to give you a final response and let you know when we expect to be able to provide it.

We will endeavour to resolve your complaint as quickly as possible and keep you informed of the progress and look to supply you with a final response within 9 weeks of receiving the complaint.

We may not always be able to provide the answer you are looking for, but we'll make sure we offer a clear explanation for our decision, but If you are dissatisfied with our response, or we have not provided our final response within 9 weeks of receiving the complaint you may be able to refer the matter to an independent adjudicator, details of which are provided at the end of this procedure

Step 1 - Contacting us

If you have a concern with either your vehicle or the service you have received from us, please firstly raise this with the Manager of the business area your complaint is about. Should you be unhappy with our initial response, please re-address your complaint to the Head of Business at the relevant Lloyd Motors location.

Step 2 - What you will need to provide

To help us investigate and try and resolve your complaint, please provide us with the following information: Your name and address together with details of how we can contact you; a clear description of your complaint; details of what you would like us to do to rectify the situation; and, if appropriate, copies of any relevant supporting documentation.

Step 3 - Still unhappy

If you are unhappy following our response from the Head of Business, you have a choice of alternatives which can depend upon the subject of your complaint.

Step 4 - Appeal to Company Secretary

If you are unhappy following our response from the Head of Business, you have a choice of alternatives which can depend upon the subject of your complaint.

The company secretary may be contacted by writing to:

The Company Secretary,
Lloyd Motors Limited,
Montgomery Road,
Rosehill,
Carlisle,
Cumbria,
CA12RP

Or emailing companysecretary@lloydgroup.co.uk

Step 5 – Appeals to Specific Bodies

If you remain dissatisfied with our final response, you may be able to refer the matter for an independent review under the alternative dispute resolution process. The bodies you may be able to refer your complaint to are as follows:

The Financial Ombudsman Service

For the sale of a finance agreement if you remain dissatisfied with our response you may have the right to refer the complaint to the Financial Ombudsman Service. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint.

Financial Ombudsman Service,
Exchange Tower,
London E14 9SR
Telephone: 0300 1239 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Motor Ombudsman Service

If the complaint involves a new vehicle, the warranty, servicing or repair and you remain unhappy, you may refer the matter to the Motor Ombudsman:The Motor Ombudsman is the automotive dispute resolution body. To refer a complaint to the Motor Ombudsman you must be give us the opportunity to resolve your complaint, if you are dissatisfied with our response or have not had a resolution within nine weeks you may be able to refer the matter to the Motor Ombudsman, any referral must be within six months of the date of our final response.

The Motor Ombudsman,
71 Great Peter Street,
London
SW1 2BN
Telephone: 0345 241 3008
Email: consumer@tmo-uk.org

European Commission

Alternatively, the European Commission’s Online Dispute Resolution Service European legislation guarantees consumers:

  1. Fair treatment
  2. Products which meet acceptable standards
  3. A right of redress if something goes wrong

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commissioner’s Online Dispute Resolution (ODR) Service. For full details please go to: https://ec.europa.eu/consumers/odr

New And Approved Vehicle Complaint

In a case of a vehicle supplied from new or for a vehicle supplied under a franchisor’s approved scheme, then should you not be happy with our final response, you may direct your complaint to the Customer Service Department of the Vehicle manufacturer/supplier. Their contact details will be supplied to you on request by the Lloyd Motors Limited outlet with whom you are in dispute or by requesting them from the Company Secretary.

Data Protection Complaint

Should your complaint be regarding a data protection or privacy matter, please address it directly to the company’s Data Protection Officer: DPO@lloydgroup.co.uk