Complaints Policy

Complaints Policy

At Frosts Cars we work hard to provide our customers with an exceptional experience, whether you're purchasing a car in our sales department or choosing us to look after your car in our aftersales department.

We do understand however that sometimes there may be a need for you to speak to us where we may have fallen short.

I'm unhappy and would like to speak to someone

In the first instance, it's important to speak to your point of contact at Frosts. This will likely be your Sales Consultant or Service Advisor. They will take note of your concern and be happy to assist in resolving a complaint quickly and efficiently.

How do I make a formal complaint?

If you're not satisfied with the response from your point of contact, the next step is to contact our senior leadership team. The quickest and easiest way to do this is via our online form below. Alternatively, you can email [email protected]

We ask you to detail your complaint in as much detail as possible, including your vehicle registration number and details of any previous contact you have had with us regarding your query.

Review and response

Upon receiving your complaint, you will receive an acknowledgement within 2 working days. The appropriate member of our senior leadership team will then begin an investigation into your complaint, speaking to our colleagues and you to establish the cause for concern. You can rest assured that your complaint will be assessed fairly and consistently, under the supervision of our Managing Director.

Once the assessment has taken place, we will provide you with a final response. This will be within 8 weeks of the date of the formal complaint being received. We will detail the findings of our investigation and how we reached the final response.

Referring your complaint

The Motor Ombudsman

If you're not happy with our final response, whether it's connected to our sales or aftersales department, you can contact The Motor Ombudsman. Focused solely on the automotive sector, The Motor Ombudsman are the industry's dispute resolution body. You can find more details about the process and submit a case with The Motor Ombudsman online at www. themotorombudsman.org.

The Financial Ombudsman

The free and easy to use service that settles complaints from consumers to businesses who provide financial services. For more information and to register a complaint visit www.financial-ombudsman.org.uk

FCA Announcement About Work in the Motor Finance Market

Solely for motor finance firms and for relevant discretionary commission complaints, with immediate effect the FCA are introducing a 37-week pause (up to 25th September) in the requirement for firms and the FOS to provide a final response to consumers who have made a complaint within the normal 8-week timeframe. You can find out more information in the FCA's announcement on their website here: https://www.fca.org.uk/news/statements/fca-undertake-work-motor-finance-market

If you have a complaint regarding insurance activities

If your complaint relates to insurance, then please contact Automotive Compliance directly. Automotive Compliance Ltd can be contacted by post, telephone or email.

Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD. Telephone:01452 671 560. Email: [email protected]