Customer Complaints Procedure

Customer Complaints Procedure

At Saxton 4x4, we are committed to delivering vehicles, products, and services of the highest quality. However, we recognise that issues may sometimes arise. If you have concerns or are dissatisfied in any way, we will work to resolve the matter fairly and transparently.

Our Approach to Complaints
We handle all complaints competently, diligently, and impartially, gathering additional information as necessary. Each complaint is assessed fairly, consistently, and promptly, ensuring an outcome that considers all relevant factors.

If your complaint is regulated under the Consumer Credit Act or is a regulated insurance product, we are required to follow a prescribed process.

How to Contact Us
In the first instance, please contact our Aftersales Team:

What Information to Provide
To assist us in resolving your complaint efficiently, please provide:

  • Your name and address;
  • Your contact details;
  • A clear description of the issue;
  • Details of what you would like us to do to address the matter;
  • Copies of relevant supporting documentation, if applicable.

Our Commitment to You

1. Thorough Investigation: We will thoroughly investigate your complaint and provide a fair response based on all available information.

2. Timely Resolution: We aim to resolve your complaint promptly. However, if your complaint concerns our credit broking services, we will:

A. Acknowledge your complaint in writing within five working days, including the contact details of the person handling your case and how to contact them.

B. Keep you informed about the progress of your complaint.

C. Within eight weeks of receiving your complaint we will write to you with our final response and our reasoning. If we are not in a position to provide a final response we will let you know when a final response can be expected.

3. Clear Explanation: While we may not always provide the outcome you are seeking, we will ensure our decision is explained clearly.

If You Are Not Satisfied
If your complaint is regulated by the Consumer Act or a regulated insurance matter and you remain dissatisfied with our final response, you may refer your case to the Financial Ombudsman Service (FOS) within six months of our response.

Financial Ombudsman Service
Exchange Tower, London, E14 9SR

Please note that the Financial Ombudsman cannot review your complaint until we have had the opportunity to address it first. The Ombudsman is an independent, free service for resolving disputes between consumers and FCA-authorised companies.

For more information, visit the Financial Ombudsman Service website.

4.1 (2,000+ reviews)
4.5 (2,700+ reviews)
4.6 (3,000+ reviews)
4 (210+ reviews)