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Our Commitment to Handling Customer Concerns

We always aim to achieve the highest level of customer service. We are happy to help with any problems you may have and deal with your queries quickly and efficiently. Most concerns can be dealt with immediately, however sometimes it is necessary to look into concerns with more detail. 

We take all customer concerns seriously and our process for dealing with your issue may differ depending on what the issue is.

1. Products regulated by the Financial Conduct Authority (FCA)
We will treat as an FCA product complaint (FCA Complaint) any oral or written or email expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. This includes all complaints made direct to our dealerships across the group.

2. Goods and non-financial services
All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.

Process for all complaints
Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. Whether you have contacted the dealership or department that you have been dealing with direct,  in most cases the relevant dealership or department will still be responsible for attempting to resolve your concern.

                                                          THE MOTOR OMBUDSMAN OF PRACTICE

 

Motor Industry Code of Practice - New Cars

Duckworth Motor Group is subscribed to the Motor Ombudsman of Practice for New Cars. 

If you are a customer and you are unsatisfied with the outcome of a dispute in relation to the New Car Code, The Motor Ombudsman can provide a CTSI certified Alternative Dispute Resolution service.

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Motor Industry Code of Practice - Service & Repair

Duckworth Motor Group Limited subscribe to the Motor Ombudsman of Practice for Service and Repair. If you are a customer and you are unsatisfied with the outcome of a dispute in relation to the Service and Repair Code, The Motor Ombudsman can provide a CTSI certified Alternative Dispute Resolution service.

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