1. Our Commitment
At 1Stop Car Sales, we are committed to delivering high-quality vehicles and excellent customer service at all times.
We understand that occasionally things may not go as expected, and we encourage customers to let us know when this happens.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction relating to vehicles, services, staff conduct, warranties, or finance arrangements.
3. How to Make a Complaint
Email: [email protected]
Phone: 01775350207
Address:
1 Stop Car Sales
83 Pinchbeck Road
Spalding
Lincolnshire
PE11 1QF
Or speak to a member of staff in person.
Please include your name, vehicle details, complaint description, dates, and desired outcome.
4. Complaints Procedure
Stage 1 – Acknowledgement
We will acknowledge complaints within 1–3 working days.
Stage 2 – Investigation
We will fully investigate the issue, including reviewing records and inspecting vehicles where necessary.
Stage 3 – Response
We aim to respond within 7–14 working days with findings and proposed resolution.
Stage 4 – Escalation
If unresolved, complaints may be reviewed by senior management.
5. Finance Complaints
Finance-related complaints may be referred to the relevant provider. Customers may escalate to the Financial Ombudsman Service where applicable.
6. Warranty & Mechanical Complaints
Vehicles may require inspection before repairs. Repairs must not be carried out without prior approval unless agreed.
7. Principles
We handle complaints fairly, promptly, transparently, and in line with UK consumer law.
8. Timeframes
Acknowledgement: 1–3 working days
Full response: 7–14 working days
9. Your Rights
This policy does not affect your rights under the Consumer Rights Act 2015.
10. Continuous Improvement
We monitor complaints to improve our services.
11. Contact Details
1 Stop Car Sales
83 Pinchbeck Road
Spalding
Lincolnshire
PE11 1QF
[email protected]
01775350207
