Foray Motor Group Ltd - Complaints Procedure

1. Complaints concerning sales, service, accident repair or parts

• In the first instance telephone the relevant department manager at the dealership (you can find contact details for each dealership on our website https://www.foraymotorgroup.co.uk/contact-us/).
• If they are unable to resolve your complaint, please put your complaint in writing to the relevant director; Sales Director, Service Director, ARC Director or Parts Director to the following address:

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:

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 put your complaint in writing by letter to the Sales Director (see above for details).
• We will aim to acknowledge your complaint in writing within 5 working days.
• 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).