Call Us: 01494 873045 /  01494 874670 /  01494 729411


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CSG Motor Company - Complaints Handling Policy

1. Purpose and Scope

Whilst we aim to achieve a high level of service this policy is designed to provide guidance on the way in which CSG Motor Company and its associated companies receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.This policy covers:

  • Our standards
  • How to complain
  • How to contact us
  • What to do if you remain dissatisfied

2. What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

3. Our Standards

  • We treat all complaints seriously, whatever format they are received in
  • You will be treated with courtesy at all times
  • We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days
  • We will keep you updated and let you know when we expect to be able to reply in full
  • Complaints received are logged and analysed for business improvement

4. How to complain

Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

5. What information is required when making a complaint?

Please provide the following:

  • Your name, and contact details
  • Vehicle registration, make and model, if applicable
  • Nature of the complaint
  • Dates and times, where known
  • Copies of any supporting documentation, if available

6. How to contact us?

Our address is:  CSG Motor Company, London Road, Chalfont St Giles< HP8 4NW

Tel: 01494 873045 ; Email: sales@csgmotorcompany.com

7. What to do if you remain dissatisfied?

If we cannot resolve your complaint within 8 weeks, you may be able to refer your dispute to the Financial Ombudsman Service (FOS). This service is free to use. Their consumer helpline is available on 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
Alternatively, you can write to the FOS:

Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk

8. Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 2018.

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Copyright © 2024 CSG Motor Company. All Rights Reserved.
VAT Number - 815303559 | Company Number - 04788029 | FCA Number - 732952

CSG Motor Company LTD is authorised and regulated by the Finance Conduct Authority FRN: 732952 . We are a credit broker and not a lnder. We can introduce you to a limited number of finance providers. We do not charge fees for our Consumer Credit services. We typically receive a payment(s) or other benefits from finance providers should you decide to enter into an agreement with them, typically either a fixed fee or a fixed percentage of the amount you borrow. The payment we receive may vary between finance providers and product types. The payment received does not impact the finance rate offered. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over, Guarantees may be required.We may advise you on the products, subject to your personal circumstances, though you are not obliged to take our advice or recommendation.  You must decide whether the finance product is right for you.Whichever lender we introduce you to, we will typically receive commission from them, either a fixed fee or a fixed percentage of the amount you borrow. For your reassurance, all of the lenders we work with could pay commission at different rates, but the commission we receive does not influence the interest rate you will pay. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders.If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed

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