Compliant policy
INTRODUCTION
At Henley Cars Ltd t/a car360 we pride ourselves on delivering first class customer satisfaction to all our customers, however we understand that every now and again we unfortunately don’t meet expectations. When this happens the first step to take is to get in contact with a member our team.
IF YOU HAVE A GENERAL COMPLIANT:
For complaints relating to non-regulated activities, this is anything concerning the dealership, sales or after sales.
To help us investigate and resolve your complaint efficiently, please provide:
Your full name, address and contact details
Vehicle details (Registration Number, Make/Model, and Purchase Date)
A clear explanation of your complaint
Details of what you would like us to do to resolve the issue
Any relevant supporting documents
HOW TO CONTACT US
Please contact us directly via email with the details and any supporting documentation. If you do not have an email account, you can telephone us or send a letter.
Email: support@car360.co.uk
Telephone: 01543 277347
Post: Henley Cars Ltd t/a car360, Unit 1 Key Point, Keys Park Road, Hednesford, Cannock, WS12 2FN.
Our management team is committed to resolve any issues or problems you have, whatever that may be. Often problems are quickly resolved within 24 hours leaving customers happy with the service they received.
IF YOU HAVE A COMPLIANT REGARDING FCA REGULATED ACTIVITIES:
Regulated activities are Finance or Insurance. If your complaint relates to these then please contact Automotive Compliance directly:
Telephone: 01452 671560
Post: The Factory, 44 Alfred Street, Gloucester, GL1 4DD
They will acknowledge your complaint in writing (by email or letter) within 5 working days. They will carry out a full investigation and provide a final written response. While they have up to 8 weeks to issue a final response, they aim to resolve complaints as promptly as possible.
If they 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
You must do this within 6 months of receiving Automotive Compliance Ltd final response letter.