Hartwell plc Complaint’s Procedure

Hartwell plc prides itself on providing excellent customer care. However, we accept that there are times when we get it wrong and that you need to bring these times to our attention so that we can resolve your complaint quickly. Complaints that you may have about Hartwell plc are likely to fall into 2 different categories and we would be grateful if you would follow the appropriate route for your complaint as outlined below:

Complaints concerning sales or after sales

  • In the first instance telephone the relevant department manager at the dealership.
  • If they are unable to resolve your complaint, please put your complaint in writing (either by letter or email) to the General Manager of the dealership
  • The General Manager will respond to your complaint within no more than 7 days.
  • If you find the General Manager'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 General Manager, to either: Customer Care, 2 Chawley Park, Cumnor Hill, Oxford, OX2 9GG or customercare@hartwell.co.uk
  • Customer Care will respond within no more than 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 process, we would invite you to submit a complaint to Motor Codes Limited, who are the self-regulatory body of the motor industry and a CTSI certified Alternative Dispute Resolution Provider. We are prepared to engage with them through the Alternative Dispute Resolution process and you can submit a complaint on line at www.motorcodes.co.uk/submit-dispute or by telephone to 0800 692 0825.

Complaints concerning consumer credit and general insurance sales

  • Please put your complaint in writing by letter or e-mail to the General Manager of the dealership;
  • The General Manager will write to you having investigated your concerns within 7 days;
  • If you find the General Manager’s response to be unsatisfactory, please send a copy of your original complaint, together with any response you have received from the General Manager, to either:-
  • Customer Care, Hartwell Plc, 2 Chawley Park, Cumnor Hill, Oxford, OX2 9GG or customer.care@hartwell.co.uk;
  • If you do not feel that having followed these steps your complaint has been satisfactorily resolved you may have the right to refer your complaint to the Financial Ombudsman Service who can be found at www.financial-ombudsman.org.uk or by telephoning 0800 023 4 567.