I have a complaint

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.

Eden Motor Group - Privacy & Terms

When you provide your consent for your personal details to be used for marketing purposes, your data will be processed by us, Eden Motor Group, to provide you with tailored information and offers which we feel are relevant to you.

We will store your details safely and securely and you can be assured that safeguarding measures are in place to prevent the unauthorised transfer of your personal data to a third party. Full details of how we treat and protect your personal information can be found in our privacy policy.

The customer data we collect falls into two categories: personal information and vehicle details.

Personal information includes first name, surname, email address, postal address, phone number and any other personal information required to fulfil your enquiry or purchase.

Vehicle identification number (VIN), registration number, mileage, service history and other associated data relating to your vehicle ownership history.

If you would like to discuss any matter concerning your data or would like to opt-out of marketing communications, please email forgetme@edenmotorgroup.com with your details and a member of our care team will contact you promptly.

If you are not happy with our handling of your personal information, you have the right to complain to the supervisory authority. You can do this by contacting The Information Commissioners Office through their website www.ico.org.uk, by phone on 03031231113 or by post at Wycliffe House, Water Lane, Wilmslow, SK9 5AF.