COMPLAINTS PROCESS OF
GROUP 1 AUTOMOTIVE.

At Group 1 Automotive, we are committed to putting our customers first and we strive to deliver excellent customer service every time. Whilst this is our mission, we appreciate that sometimes things go wrong. We view complaints and feedback as an opportunity to learn and improve for the future, as well as a chance to put things right.

HOW TO MAKE A COMPLAINT.

Complaints may be made to us in person or via telephone, email or in writing using the details below:

Group 1 MINI Arterial Road, Eastwood, Leigh-on-Sea, Essex, SS9 4XX

Telephone: 01702 429429

Email: SouthendMINI@group1auto.co.uk

To allow us to handle your complaint as quickly and efficiently as possible, please provide us with the following information where possible:

• Your full name
• Your contact details – including telephone number, address and email address (if applicable)
• The BMW or MINI Centre that you have been dealing with
• An explanation of your feedback, complaint or question
• How you believe we can resolve your complaint
• Your vehicle registration number (if applicable)

RESPONDING TO COMPLAINTS.

You will receive an acknowledgement from us that your complaint has been received. In acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response and which member of staff is progressing your complaint.

In most cases, we would aim to provide a full reply within four weeks. However, this may not always be possible, especially if we need to obtain further information. If it proves impossible to send a detailed answer to your complaint within the time originally indicated we will contact you again explaining the reason why and to tell you when you will receive a full response.

RESOLVING COMPLAINTS.

All complaints will be managed to conclusion by the manager responsible for the area to which your complaint relates, who will ensure there is a detailed investigation into your complaint. All complaint information will be handled responsibly and confidentially. This policy is reviewed regularly and updated as required.

Group 1 Automotive are subscribed to The Motor Ombudsman for New/Used Cars and Service & Repair. The Chartered Trading Standards Institute and The Motor Ombudsman (a self-regulatory body for the automotive sector) are partners, providing Government-backed codes of practice for garages.

As a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, there is an alternative platform to pursuing through court. The Motor Ombudsman is an Alternative Dispute Resolution (ADR) provider which will provide you with free impartial advice and Group 1 Automotive Ltd are fully committed to any correspondence with them. For details of this service you can call the dedicated consumer advice Line on 0345 241 3008, visit www.themotorombudsman.org or write to; The Motor Ombudsman 71 Great Peter Street, London, SW1P 2BN.