Customer Complaints

Hartwell Plc prides itself on providing excellent customer care. However, we accept that there are times when we get it wrong and that you need to bring these times to our attention so that we can resolve your complaint quickly. Complaints that you may have about Hartwell Plc are likely to fall into 2 different categories and we would be grateful if you would follow the appropriate route for your complaint as outlined below:

• In the first instance telephone the relevant department manager at the dealership.
• If they are unable to resolve your complaint, please put your complaint in writing (either by letter or email) to the General Manager of the dealership
• The General Manager will respond to your complaint within no more than 7 days.
• If you find the General Manager's response to be unsatisfactory, or they do not respond within the given timescales, please send a copy of your original complaint together with any response you have received from the General Manager, to either: Customer Care, Wootton Business Park, Besselsleigh Road, Wootton, Oxford, OX13 6FD or customercare@hartwell.co.uk
• Customer Care will respond within no more than 14 days
• We are confident that the above process will resolve your complaint to your satisfaction, but if you do not feel this is the case having exhausted the process, we would invite you to submit a complaint to the Motor Ombudsman, who is a certified Alternative Dispute Resolution Provider. We are prepared to engage with them through the Alternative Dispute Resolution process and you can find out how to submit a complaint on line at www.themotorombudsman.org/consumers/make-a-complaint

• Please put your complaint in writing by letter or e-mail to the General Manager of the dealership;
• The General Manager will write to you having investigated your concerns within 7 days;
• If you find the General Manager’s response to be unsatisfactory, please send a copy of your original complaint, together with any response you have received from the General Manager, to either:-
• Customer Care, Wootton Business Park, Besselsleigh Road, Wootton, Oxford, OX13 6FD or customercare@hartwell.co.uk;
• If you do not feel that having followed these steps your complaint has been satisfactorily resolved you may have the right to refer your complaint to the Financial Ombudsman Service who can be found at www.financial-ombudsman.org.uk or by telephoning 0800 023 4 567.

• Please put your complaint in writing by letter or e-mail to Hartwell Finance, Wootton Business Park, Besselsleigh Road, Wootton, Oxford, OX13 6FD or hartwell.finance@hartwell.co.uk
• Within five working days of receiving your complaint we will acknowledge that we have received and are looking into your complaint, and we’ll let you know when you can expect a response.
• We will then conduct a full investigation of your concerns (we may call you for further details).
• We will then provide a final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This will normally be in writing via letter.
• If our investigation is likely to take longer than 8 weeks, we will contact you with an update on your complaint, as well as provide you with your escalation option.
• We will keep you updated but at any time if you feel there is additional information that will help us resolve your complaint, you can contact us by phone or email at any time.
• If you do not feel that having followed these steps your complaint has been satisfactorily resolved you may have the right to refer your complaint to the Financial Ombudsman Service who can be found at www.financial-ombudsman.org.uk or by telephoning 0800 023 4567.