Complaints
Making a complaint
It's always our aim to make sure no one needs to use this page, and we're really sorry that we've let you down. Our job now is to listen carefully to your comments and do what we can to make it right.
Contact the Customer Guru team and tell us what's happened and your preferred way for us to solve it. We'll get back to you within five working days.
What happens next?
Our customer service team follow these 4 steps when handling complaints:
Listening
We'll listen carefully to your comments and ask for any information we need.
Investigation
We'll talk with you and our crew to investigate how this happened.
Action Plan
We'll work with you to agree an action plan to make things right.
Resolution
We'll let you know the outcome of your complaint.
What if I can't resolve my complaint with Car Store?
If you don't agree with the resolution we've proposed for your complaint, we will refer you to our Alternative Dispute Resolution (ADR) service, provided by the National Conciliation Service. The ADR service provides an independent look at your complaint and may choose to change or uphold the resolution we've given you.
You can raise a case with the National Conciliation Service here.
Got a complaint about a financial product?
If you would like to make a complaint about the sale of a general insurance policy or a Consumer Credit Agreement, we have a specially trained team who can help. Give them a call on 03333 239 255 or write to them at Customer Complaints Co-ordinator, Pendragon Finance & Insurance Services Ltd, Loxley House, 2 Oakwood Court, Little Oak Drive, Annesley, Nottingham, NG15 0DR.
Please be aware that this team can only assist with complaints about financial services.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. For more details, visit https://financial-ombudsman.org.uk