Customer Complaints 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:-

1) Complaints concerning sales or after sales

a. In the first instance telephone the relevant department manager at the dealership;
b. If they are unable to resolve your complaint, please put your complaint in writing (either by letter or e-mail) to the General Manager of the dealership;
c. The General Manager will respond to your complaint within no more than 7 days;
d. 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, Hartwell plc, Faringdon Road, Cumnor, Oxford, OX2 9RE or customer.care@hartwell.co.uk;
e. Customer Care will respond within no more than 14 days;
f. 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, you are of course at liberty to take external advice. Any correspondence from external agencies should be addressed to Customer Care at the above address.

2) Complaints concerning consumer credit and general insurance sales

Please note that complaints concerning general insurance sales and consumer credit can take a little longer to investigate and resolve than other complaints as they involve third parties.

a. Please put your complaint in writing by letter or e-mail to the General Manager of the dealership;
b. The General Manager will acknowledge your complaint in writing within 5 working days;
c. The General Manager will write to you with their findings within 14 days;
d. 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, Hartwell plc, Faringdon Road, Cumnor, Oxford, OX2 9RE or customer.care@hartwell.co.uk;
e. Customer Care will respond within no more than 21 days;
f. If you do not feel that having followed these steps your complaint has been satisfactorily resolved you have the right to refer your complaint to the Financial Ombudsman (see above for contact details).

Details about how to contact the Financial Ombudsman can be found at www.financial-ombudsman.org.uk or by telephoning 0845 080 1800.