At Eden Motor Group our aim is to deliver ‘a better world of motoring’ and provide our customers with an unparalleled level of service.
Sometimes, things don’t go according to plan, and because of this, we have a complaints procedure in place to respond swiftly to any issue and to improve our service moving forward. We have detailed our complaints procedure below.
How to Make a Complaint.
In most cases, complaints will be handled by our on-site management team, and they have been trained to listen to your issues and to respond in an empathetic manner. The escalation process is as follows:
Call the dealership concerned and ask to speak to the department manager responsible for sales, service, parts, depending on the nature of your complaint.
If it relates to another matter, or the department manager is unavailable, please ask to speak to the General Manager for the dealership and they will assist.
Most customer issues are resolved quickly at dealership level, especially if we are acquainted with all the facts, so we would ask that you provide as much detail as possible. General Managers are empowered to make final decisions on behalf of the company.
How We Will Handle Your Complaint.
All complaints will be acknowledged in writing within 2 working days from receipt of submission.
We will contact you (normally by telephone) to listen to your concerns and take appropriate notes.
We will investigate the complaint and re-contact you as a matter of urgency, with our findings and a resolution that is fair and reasonable.
Most complaints are resolved within 7 days or sooner.
For complaints about data, finance, or insurance, we will write to you within 28 days with the findings of our investigation with either a full response or an update of an ongoing investigation.
Further Independent Advice.
All complaints received are treated with confidentiality and in accordance with the requirements of data protection legislation. Eden will always strive to investigate and resolve your complaint in a prompt, fair and open manner, no matter the scope. In the case that the complaints procedure outlined above has been exhausted and ineffective for your scenario, we advise that you explore independent advice.
In such a case, it may be possible to gain an Alternative Dispute Resolution by contacting the Motor Ombudsman. The Motor Ombudsman are a fully impartial automotive disputes resolution body and are empowered to review our decision further in conjunction with the Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.
Call: 0345 241 3008
Online: www.themotorombudsman.org
Write: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.
