At Chippenham Motor Company, our aim is to provide the best service possible to our customers and we welcome feedback both positive and negative if it helps improve the service we can provide. If you feel that in your experience there was something more we could have done, then in the first instance we ask that you contact us to give us the opportunity to put things right.
How do I register a Complaint?
If you are unhappy with the service we have provided, please let us know. To make this as easy as possible, there are a number of ways in which you can do this:
- Via our Customer Experience Manager on: Phone 01249 444000 (Mon – Fri 08:30 - 17:30)
- Via email: firstname.lastname@example.org
- By writing to us: Customer Experience Manager Chippenham Motor Company, Bumpers Way, Bumpers Farm Industrial Estate, Chippenham SN14 6LF
The following information will assist us in dealing with your Complaint quickly:
- Your full name
- Your vehicle registration number (if applicable)
- The name of the dealership/department and/or person you have dealt with
- A description of your concerns or questions
- What we can do to put things right
- The best contact details for us to come back to you on
Our aim is to investigate your concerns as quickly and efficiently as possible through our set processes and procedures.
Financial Ombudsman Service:
We will acknowledge your complaint within five working days of receiving it. We will always deal with complaints as quickly as we can and will carry out a full and impartial investigation of the issues you raise, although some complaints may take longer to resolve. If the investigation is still incomplete after eight weeks, we will write to you again and explain what stage the process has reached and how we are planning to proceed.
If you are not satisfied with our conclusions or decisions or if our investigations are not completed within eight weeks, if you are an eligible complainant (e.g. a consumer, micro- enterprise, small charity or small trust), you may refer your complaints to the Financial Ombudsman Service. We can provide you with details of how to do this. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and offers a flexible and informal dispute resolution 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
The Financial Ombudsman Service
Motor Industry Code of Practice:
Chippenham Motor Company are subscribed to the Motor Industry Code of Practice for New/Used Cars and Service & Repair. The Chartered Trading Standards Institute and Motor Codes (a self-regulatory body for the automotive sector) are partners, providing Government-backed codes of practice for garages.
As a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, there is an alternative platform to pursuing through court. Motor Codes is an Alternative Dispute Resolution (ADR) provider which will provide you with free impartial advice and Chippenham Motor Company are fully committed to any correspondence with them.
For details of this service you can call the dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0800 692 0825, submit an enquiry or complaint via the website https://www.themotorombudsman.org/ or write to Motor Codes Ltd, 71 Great Peter Street, London, SW1P 2BN.