Henley Cars Ltd is committed to providing products and services of the highest standard however we do accept that sometimes things go wrong. If you have a complaint or are dissatisfied in any way then we'll do our best to resolve the situation in a fair and transparent way.
What we need from you:
To help us resolve the situation please provide the following.
- Your name, address and contact details
- Vehicle details including Registration Number, Make/Model, Purchase date
- A clear statement of what your complaint is about
- Details of what you would like us to do to rectify the situation
- Any supporting documents
Communication
Please contact us in anyway that is right for you.
- Telephone: 01543 277347
- Email: sales@henleycarsltd.co.uk
- Letter: Henley Cars Ltd, Unit 1 Key Point, Keys Park Road, Hednesford, Cannock, WS12 2FN
Informal Procedure
Where possible we will try to resolve the situation quickly without any fuss and to your satisfaction within 3 working days of receiving your complaint. If this is not possible then we will use the formal written complaints procedure below.
Formal Written Procedure
We will acknowledge your complaint by letter or email within 5 working days.
We will fully investigate your complaint and provide a final written response by letter or email. We have up to 8 weeks to send our final response letter however we will always aim to provide this as quickly as possible.
What if I remain unhappy with your response?
If you are not satisfied with our final response you may be able to ask the Financial Ombudsman Service for an independent review.
To be able to ask them for an independent review your complaint must be in relation to our credit broking activities.
If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date of our final response letter.
The Financial Ombudsman's details are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 03001239123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk
If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
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