Complaints

At Prestige Motors Kent, we are committed to providing the highest standard of service to all our customers. We understand the importance of addressing any complaints quickly, transparently, and to your satisfaction.

This procedure outlines how we manage complaints and what steps you can take if you feel your concerns have not been adequately resolved.

How to Submit a Complaint

If you wish to make a complaint regarding any aspect of our service, we encourage you to get in touch with us by telephone or email.

Contact Details

• Email: customercare@prestigemotorskent.co.uk
• Telephone: 01732 668 735
• Contact Person: Marcin Jasutowicz
• Address: Prestige Motors Kent, London Road, Dunton Green, Sevenoaks, TN13 2TH

What Information to Provide

To help us investigate and resolve your complaint efficiently, please include the following details:

• Your full name and contact information
• A clear description of your complaint
• Details of any agreements or transactions relevant to your complaint
• What you would like us to do to resolve the issue
• Copies of any relevant documents

How We Handle Complaints

• Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
• Investigation: Our team will thoroughly investigate your concerns and provide a written response within 28 days.
• Final Response: If your complaint requires more time, we will provide a final response within a maximum of 56 days from the date we receive your complaint.

What to Do If You’re Not Satisfied

If your complaint relates to a regulated consumer contract and you are not satisfied with our final response, you may refer the matter to your finance provider. We will provide their contact details if necessary.

You also have the right to contact the Financial Ombudsman Service within six months of our final response. The Ombudsman is an independent body that helps resolve disputes between consumers and businesses.

Contact Details for the Financial Ombudsman Service:

• Address: Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567

We will include an explanatory leaflet from the Financial Ombudsman Service with our final response letter to guide you further.

Questions and Further Assistance

If you have any questions about this procedure, please don’t hesitate to contact us using the details above.

Prestige Motors Kent is committed to addressing your concerns promptly and ensuring that your experience with us meets your expectations.