Complaints Process

At Penton Motor Group, we are committed to providing excellent customer service. However, we understand that sometimes things may not go as expected. If you have a concern or wish to make a complaint, we are here to help and will do our best to resolve the issue as quickly as possible.

How to Make a Complaint

If you have a general complaint, please follow the steps below to ensure your concern is handled efficiently:

Step 1: Contact Us Directly

In the first instance, we encourage you to speak to a member of our team at the dealership where you received our services. They will aim to resolve your issue promptly.

Step 2: Escalating Your Complaint

If you are not satisfied with the response from the dealership, or if your issue requires further attention, please contact our Customer Care team:

Email: customercare@pentonmotorgroup.com

You can also write to our Customer Care Team

Customer Care, Penton Motor Group, 141 Somerford Road, Christchurch, Dorset, BH23 3PY

When contacting us, please provide the following details to help us investigate your complaint effectively:

  • Your full name and contact details
  • Vehicle registration number (if applicable)
  • A clear description of the issue
  • Any relevant supporting documents or correspondence

Step 3: Our Response

We aim to acknowledge your complaint within [Insert timeframe] and provide a resolution as soon as possible. If further investigation is required, we will keep you informed of progress and expected timelines.

Step 4: Independent Review

If you remain dissatisfied with our final response, you may have the right to refer your complaint to an independent body such as the Motor Ombudsman or Financial Ombudsman Service (if applicable). We will provide you with the necessary details should this step be required.

Commitment to Improvement

Your feedback is invaluable to us, and we use complaints as an opportunity to enhance our services. Thank you for giving us the opportunity to resolve your concerns.

For any further assistance, please do not hesitate to contact our Customer Care team.


FCA regulated activites:

If you have a Complaint regarding FCA regulated activities?

Regulated activities are Finance or Insurance, if your complaint relates to these then please contact Automotive Compliance directly.

Automotive Compliance Ltd you can be contacted via post, telephone, or email:

Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD

Telephone - 01452 671 560

Email ; complaints@automotive-compliance.co.uk

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