Purpose
At Rowlands Motor Company, we aim to provide a high standard of service at all times. We recognise that there may be occasions where a customer is dissatisfied with the service they have received. This policy explains how complaints are handled and our commitment to resolving issues fairly, promptly and professionally.
How to Make a Complaint
Customers can make a complaint by:
Email: [email protected]
Telephone:07460449541
Post:
Rowlands Motor Company
184 New Road Rainham, Essex, RM13 8RS
Customers should provide as much information as possible regarding their complaint so that it can be investigated properly.
Our Complaints Process
Upon receiving a complaint, we will:
- Acknowledge the complaint as soon as reasonably possible.
- Review all relevant information and investigate the matter fairly.
- Contact the customer if further information is required.
- Provide a response once our investigation has been completed.
- We aim to resolve complaints quickly and fairly and will keep customers updated throughout the process where necessary.
Timescales
- Complaints will normally be acknowledged within 5 working days.
- We aim to provide a final response within 8 weeks of receiving the complaint.
- Where additional time is required, we will explain the reasons and keep the customer informed.
Finance-Related Complaints
If a complaint relates to a finance agreement arranged through one of our lenders, we may refer the complaint to the relevant finance provider where appropriate.
Customers will be informed if their complaint has been referred and who will be handling the matter.
Our Commitment
Rowlands Motor Company will:
- Treat all complaints seriously.
- Investigate complaints fairly and impartially.
- Communicate clearly and professionally.
- Work towards a reasonable resolution where appropriate.
- Use feedback to improve our services.
Escalation
If a customer remains dissatisfied following our final response regarding a regulated finance matter, they may be entitled to refer the complaint to the relevant finance provider and, where applicable, the Financial Ombudsman Service.
Details of any escalation rights will be provided within our final response where required.
Record Keeping
All complaints received by Rowlands Motor Company will be recorded and retained in accordance with our legal and regulatory obligations.
Policy Review
This policy will be reviewed regularly to ensure it remains effective and up to date.
Rowlands Motor Company
Date of Issue: June 2026
Review Date: June 2027
Authorised By: Director, Rowlands Motor Company Ltd.
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