Complaints Procedure
What if I need to raise an issue?
If you need any further assistance or have any questions, please contact the person you have been working with. They can help you resolve your issues faster and more effectively.
What if I need to make a complaint?
You can reach us by emailing contact@pchvehiclesolutions.co.uk. Please provide the vehicle details, including the registration number. We keep a record of all our communications, so we will not overlook any of your requirements.
When handling complaints, we follow a four-stage process:
Listen
Firstly, we will listen carefully to your concern and ask for any information we may need.
Investigation
We will talk with you and our team members to investigate how this happened.
Action Plan
We will work with you to agree an action plan to make things right.
Resolution
We will let you know the outcome of your complaint or issue based on the evidence.
What if I can't resolve my complaint.
In case you are dissatisfied with our proposed solution to your complaint, we will direct you to the appropriate authority that will examine your complaint independently and decide whether to modify or confirm our offered resolution.
If you cannot settle your complaint with us, you may be entitled to refer it to the Motor Ombudsman Service.
The Motor Ombudsman is the automotive dispute resolution (ADR) body. It is the first voluntary and fully impartial private sector ombudsman for the automotive sector, providing a self-regulatory environment for the industry using its Chartered Trading Standards Institute (CTSI)-approved Motor Industry Codes of Practice.
The Motor Ombudsman is a certified Alternative Dispute Resolution (ADR) provider who can assist with resolving disputes that arise between consumers and businesses regulated by the Financial Conduct Authority.
For more details on codes of practice
visit: https://www.themotorombudsman.org/consumers/our-codes-of-practice
For more details including contact details visit: https://www.themotorombudsman.org/consumers/make-a-complaint
If your complaint is with regards to the finance on your vehicle and we cannot resolve the issue you can contact The Financial Ombudsman Service who can assist with resolving disputes that arise between consumers and Code-accredited businesses.
For more details including contact details