Complaints Policy

Complaint and Feedback Procedure:

We are committed to providing a high standard of service to all our customers. Unfortunately, there are occasions where we may not live up to our and your expectations. If this happens, we would like to hear from you. This will allow us to put matters right and make improvements. We value your feedback and thank you for helping us treat all our valued customers fairly.

It is essential to us that all complaints are dealt with as swiftly as possible and to the satisfaction of our customers.

If you have any concerns relating to your experience with us or with a vehicle or product you have purchased from us then please contact our Customer Services Team using the contacts below.

Our Customer Services Department is open Monday to Friday 9am-6pm.

Email: enquiries@jpmotortrade.co.uk
Phone: 0800 246 5980
Mobile:07935 238488
Address:
9 Church Street
Luton
Bedfordshire
LU1 3JG

Finance complaints:

We aim to acknowledge all finance complaints within 5 working days. You will be provided with details of who is responsible for your complaint and how to contact them. We will always do our best to resolve any complaint as swiftly as possible and with as little inconvenience to you as possible. During the complaint process we will keep you informed, and you may contact your case handler at any stage. We will also ensure to inform finance companies of any new complaints within 5 working days.

Within 8 weeks we aim to close all complaints.

Appeals:

If you are not satisfied with the outcome of your complaint after 8 weeks, then you may appeal to the Financial Ombudsman Service. This was set up by the Financial Services Authority with the purpose to review unresolved Finance Complaints. Please see details below:

Address: Harbour Exchange Square, London E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk