Complaints
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.
I need to raise an issue
Got a query or need help with anything? The easiest and quickest way to resolve an issue would be to get in touch with the associates member or store you have been dealing with.
I need to make a complaint
If you have been unable to resolve your concerns or issues directly with the store or department you've been dealing with, we will help you log a case file with us to help track and get you to the best possible resolution.
We use a free, independent issue resolution service called Resolver to ensure that you get the best possible support throughout the process. It also helps to keep us on track with the service and promises we make when trying to help resolve your issues.
Resolver will help you create a personal case file for your issue, allowing you to add evidence, track your progress and get you to the best possible resolution.
Click here to raise a complaint
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 associates 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.
Contact NCS
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