Complaint Procedure

In the event that you want to register a complaint you can contact us using the following methods:

Email: [email protected]

Telephone: 0151 532 3683

Post: The General Manager, Peter Scott Cars 1, Tanhouse Lane Widnes WA8 ORZ

Upon receipt of a complaint a complaint case handler will be allocated to carry out appropriate investigations.

We will aim to provide you with a final response within 5 working days.

Our response will aim to adequately address the subject matter of the complaint. It will summarise the outcome of our investigations and explain our final position regarding the complaint.

There are three possible outcomes for a Final Response:

  • We may accept the complaint and propose a means of resolution
  • We may offer some form of resolution without accepting the complaint
  • We may reject the complaint and give our reasons

If for any reason we are unable to provide a final response within 5 working days, we will advise you of this and will provide information as to why there has been a delay.

If we require longer than eight weeks from receipt to investigate a complaint, we will issue a final response delayed letter confirming that we are still investigating the matter and indicate when we expect to be able to provide a final response.

Our aim is to resolve all complaints internally, however if you are not satisfied with our response or proposed means of resolution we are an accredited member of The Motor Ombudsman for vehicle sales and they will investigate a complaint, you may also be able to challenge our decision through the courts.

If your complaint relates to a financial service we have provided, and if eight weeks have passed since the complaint was first brought to our attention, you may have the right to refer the complaint to the Financial Ombudsman Service (FOS). The FOS provides an independent service and there are some limitations on what they can look into, information about this can be obtained from them directly.

The contact details are: The Financial Ombudsman Service, Exchange Tower, South Quay Plaza, 183 Marsh Wall, London, E14 9SR - Telephone 0300 1239 123 or 0800 023 4567

Further helpful information can be obtained from visiting the FOS website at www.financialombudsman.org.uk

If you do want the FOS to look into this complaint they must be contacted within six months of the date of any final response issued.