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Our complaints policy

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Cawdor adhere to the Codes of Practice set out by the Motor Ombudsman (TMO). Further information can be found at : www.themotorombudsman.org/

If you have a complaint, please contact us with the details in writing addressed to the Branch Manager.

 

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 21 days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to the Head of Department, which in this case is Wyn Evans who will review your case and speak to the department who dealt with you.
  3. Wyn Evans will then either write to you with the outcome of the investigation or invite you to a meeting to discuss and hopefully resolve your complaint. This will be done normally within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting (if one has taken place), Wyn Evans will write to you to confirm what took place and any solutions that has been agreed with you.
  5. If you do not want a meeting or it is not possible, Wyn Evans will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you can consider contacting The Motor Ombudsman (TMO) at www.themotorombudsman.org/ who will investigate and adjudicate on the case and apply an impartial decision making process.

The TMO have their own complaints handling process, outlined here: https://www.themotorombudsman.org/wp-content/uploads/sites/9/2016/11/Customer_Guide.pdf

If you have a Complaint regarding FCA regulated activities?

Regulated activities are Finance or Insurance, if your complaint relates to these then please contact Automotive Compliance directly.

Automotive Compliance Ltd you can be contacted via post, telephone, or email:

Automotive Compliance Ltd

The Factory

44 Alfred Street

Gloucester

GL1 4DD

Telephone - 01452 671 560 Email; complaints@automotive-compliance.co.uk

 

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Cawdor Cars Newcastle Emlyn Limited is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allow Cawdor Cars Newcastle Emlyn Limited to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only. We are a credit broker and not a lender. We can introduce you to a lender on our panel, which includes lenders of vehicle manufacturers. We have commercial arrangements with lenders and credit brokers which are likely to influence who we introduce you to. We are not an independent financial adviser and don't give you any advice or recommendations. It is your choice whether you enter into any finance agreement. Our approach is to introduce you first to the manufacturer lender linked to the franchise offering you the vehicle. They will usually offer the best available package for you, taking into account both interest rates and other contributions (but we do not guarantee they do). If they are unable to offer finance, we then seek to introduce you to someone else on our panel. We will usually receive a commission for your introduction. This will be either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you choose. Lenders of vehicle manufacturers may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement. Before we propose you to a potential lender, we will tell you of the likely amount of commission we will receive and seek your consent to receiving this commission. The exact amount of commission will be confirmed before you sign your finance agreement. All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required 

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VAT Number - 401718387 | Company Number - 01875002

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