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Our Commitment To Excellence

Passionate motor enthusiasts finding your dream car with expertise

Complaints procedure

We are committed to addressing your complaint with fairness and respect, ensuring that all matters are resolved promptly and equitably. Your concerns will be acknowledged in writing within five business days, and we will do our utmost to resolve the issue as quickly as possible. If we are unable to resolve the matter sooner, rest assured that we will keep you informed every step of the way.

 

If your salesperson is unable to resolve your complaint, it will be referred to management, who will investigate the matter thoroughly, fairly, and with impartiality. We approach every complaint with the same care we would extend to our own family members, treating each issue with the attention it deserves.

In the case of a vehicle supplied under a finance agreement, the finance company may also wish to investigate the matter, and we will promptly inform you if they are involved. We will work closely with them to ensure your concerns are fully addressed.

 

Our aim is to provide you with a final response to your complaint within eight weeks of receipt. If for any reason we are unable to resolve it within this time frame, we will write to you explaining the situation and providing a clear date by which you can expect a resolution. You will also be given the option to refer your complaint to the Financial Ombudsman Service, should you feel it necessary.

 

At every stage, we are guided by our family values, ensuring that your complaint is handled with integrity, transparency, and a genuine desire to do what is right for you.

Independent review of your complaint

The Financial Ombudsman Service provides a free, independent, and impartial service for customers to resolve disputes with financial services firms. The Financial Ombudsman Service will be able to tell you whether or not they can deal with your complaint.


If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances). The Financial Ombudsman Service can only deal with your complaint if you have given us (or the finance company) the opportunity to put matters right, so please contact us first and we will do all we can to help you. The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service

Location

Exchange Tower, Harbour Exchange, London E14 9SR

Telephone
0800 023 4567
Email
[email protected]
Website
http://www.financial-ombudsman.org.uk/