1. Complaints concerning sales, service, accident repair or parts
- In the first instance, please raise your complaint with the relevant department manager at your dealership. You can contact them by email, phone, letter or in person (you can find contact details for each dealership on our website https://www.foraymotorgroup.co.uk/dealerships/).
- If the department manager is unable to resolve your complaint, you can escalate it to the relevant Director – Sales Director, Service Director, ARC Director or Parts Director. You can contact the relevant Director by email, phone, letter or in person at:
Foray Motor Group Ltd, Edwards Ford
Telford Road
Churchfields
Salisbury
Wiltshire
SP2 7PF
The Department Director will respond to your complaint within no more than 7 days.
- If you find the Director'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 Director, to:
Managing Director
Foray Motor Group Ltd, Edwards Ford
Telford Road
Churchfields
Salisbury
Wiltshire
SP2 7PF
The Managing Director will aim to respond within 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 above process, you are of course at liberty to take external advice or follow our Alternative Dispute Resolution process by contacting:
National Conciliation Service
2-3 Allerton Road
Rugby
Warwickshire
CV23 0PA
Tel: 01788 538317
https://www.nationalconciliationservice.co.uk/
2. Complaints concerning Consumer Credit or General Insurance sales
Complaints concerning General Insurance sales can take a little longer to investigate and resolve than other complaints as they involve third parties.
- Please raise your complaint with the Sales Director by email, phone, letter or in person (see above for contact details).
- We will aim to acknowledge your complaint in writing within 5 working days.
- We will also provide you with the FOS (Financial Ombudsman Service) address, telephone number and email address in writing and free of charge, when requested and when acknowledging a complaint.
- We will endeavour to resolve your complaint as quickly as possible. Where your case is complex we may need some time to make sure we have covered everything, so we will keep you informed while we do so.
- If you are not satisfied with our Final Response, or it has been more than eight weeks since we received your complaint, you may be able to refer your complaint to the Financial Ombudsman Service.
- Where your complaint relates to relevant motor finance discretionary commission arrangements (DCA), the eight week response time has been paused for 37 weeks from 11 January 2024. You can find out more information on the pause here.
Details about how to contact the Financial Ombudsman can be found on their website or by telephoning 0845 080 1800 (office hours).
