How to make a complaint
Please contact us by any of the methods below and tell us:
your full name and contact details
vehicle details (make/model and registration) or finance reference (if applicable)
what happened and when
what you would like us to do to resolve it
any supporting photos or documents
Email: [email protected]
Phone: 01254 200182
- Mon: Fri 9:00am to 6:00pm, Sat: 9:00am to 6:00pm, Sun: 10:00am to 5:00pm
Post: Complaints Team, Withnell Car Sales, Bolton Rd, Withnell, Chorley PR6 8BP
If you complain by phone or in person we’ll confirm our understanding in writing.
What happens next
1) Acknowledgement
We aim to resolve straightforward issues within 3 working days.
If we can’t do that, we’ll acknowledge your complaint within 5 working days, give you a reference number and a named contact.
2) Investigation
A manager not involved in the original matter will review your file, speak to relevant staff/suppliers/finance partners and, where helpful, inspect the vehicle.
We’ll keep you updated at least every two weeks.
3) Our response
For complaints about credit broking, finance or insurance add‑ons, we’ll send a Final Response within 8 weeks in line with FCA rules.
For complaints about the vehicle or our after‑sales/service, we aim to provide a Final Response within 30 days(and sooner wherever possible).
Our response will explain our findings, any offer of remedy (repair, refund, contribution, apology etc.), and your escalation rights.
If you’re not happy with our response
a) Vehicle, service or warranty disputes (ADR)
We work with an Alternative Dispute Resolution (ADR) provider. If we can’t reach agreement, you may be able to refer your complaint to The Motor Ombudsman (or another approved ADR body we confirm in our Final Response). ADR is free for consumers.
Website: themotorombudsman.org
Phone: 0345 241 3008
If we are not subscribed to The Motor Ombudsman for your specific issue, we will identify the correct ADR provider in our Final Response.
b) Finance/credit‑broking or insurance‑related complaints
If your complaint is about car finance, credit broking or regulated insurance, you can refer it to the Financial Ombudsman Service (FOS) if you’re not satisfied with our Final Response or if 8 weeks have passed since you complained. You must refer your case within 6 months of our Final Response.
Website: financial‑ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
(You can also complain directly to your lender; we’ll provide their contact details on request.)
Vulnerable customers & accessibility
Tell us if you need extra support (e.g., large print, different format, a nominated contact). We’re happy to communicate via phone, email or post and to work with a third party acting on your behalf (with permission).
Our commitment to fairness
We handle complaints promptly, fairly and consistently.
There’s no charge for making a complaint.
We keep records of complaints for at least 6 years so we can monitor themes and improve our service.
This procedure does not affect your legal rights under the Consumer Rights Act 2015 or other legislation.
Contact us
Complaints Team – Withnell Car Sales
Email: [email protected]
Phone: 01254200182
Address: Complaints Team, Withnell Car Sales, Bolton Rd, Withnell, Chorley PR6 8BP
