Complaints Procedure

Our commitment to you

At Williams’s motor company our aim is to always provide outstanding customer service. As a customer, if you feel that our service has not met your expectations then we will endeavour to resolve your concerns as quickly as possible. We define a complaint as; any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem as quickly as possible. However, this might not always be possible and a complaint might require a more detailed investigation.

To make a complaint direct to Williams Motor Company.

In the first instance please fully complete the form using the link below indicating which of the Williams Motor Company locations that your complaint relates to. We will acknowledge receipt of complaint within 72 hours. Our priority will be to resolve any complaints within a timely manner, however, this might not always be possible and a complaint might require a more detailed investigation.

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

MAKE A COMPLAINT

Motor Ombudsman Service

We are a proud member of The Motor Ombudsman accreditation scheme and are accredited to the CTSI-approved Vehicle Sales / Service and Repair Codes of Practice, ensuring we operate to the highest standards of service and offering peace of mind for customers.

If your concern relates to a new vehicle, its warranty, servicing or repair, and you still feel the issue hasn’t been resolved, you can take it to the Motor Ombudsman. This independent body handles automotive disputes. Before escalating a complaint, you must allow Williams Motor Group to resolve it. If you’re not satisfied with the outcome, or eight weeks have passed without a resolution, you may be able to refer your case to the Motor Ombudsman, provided you do so within six months of our final response.

We pride ourselves in customer care and will aim to do whatever is reasonably possible to resolve an issue. If you have a problem, please get in touch with us by contacting complaints@automotive-compliance.co.uk. We will look into what’s happened and aim to provide you with a response no later than 8 weeks after you’ve contacted us.

For further information, you can visit The Motor Ombudsman’s website at www.themotorombudsman.org or call their Information Line on 0345 241 3008. Calls are charged at your local rate

If you have a complaint about the sale of a regulated Insurance or finance products

You can notify Automotive Compliance Ltd of your Regulated complaint through the following channels;

In writing:

The Factory, 44 Alfred Street, Gloucester, GL1 4DD.

Telephone: 01452 671560

E-mail: complaints@automotive-compliance.co.uk

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2 Vincent Way, Raikes Lane, United Kingdom, BL3 2NB

Reg. Company Number: 597708

VAT Reg. No. GB 732 5259 39

Financial Disclosure

Williams Motor Co (Holdings) Ltd is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Williams Motor Co (Holdings) Ltd to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only. We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor. Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase. Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement. All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.

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Complaints Procedure