Our Complaints Policy
At SMJ Motors Ltd we pride ourselves on delivering first class customer satisfaction to all our customers, however we understand that every now and again we unfortunately don’t meet expectations. When this happens the first step to take is to get in contact with a member our team.
If you have a General complaint:
For complaints relating to non-regulated activities, this is anything concerning the dealership, sales or after sales.
How to Make a Complaint
Contact Us Directly:
Reach out to us via email at [email protected] or call us on 07443587900 to discuss the issue. Our team will listen to your concerns and strive to address them immediately.
Provide Written Details:
If the issue cannot be resolved over the phone or email, you can write to us at: SMJ Motors Ltd The Yard Pheasant Lodge Ongar Road Kelvedon Hatch Brentwood Essex CM15 0DF
Please include all relevant details, such as your name, vehicle details, a description of the problem, and any supporting documentation or evidence.
Escalation and Resolution:
Once we receive your complaint, our team will investigate and provide you with a response within 14 days. If necessary, we may request additional information or arrange for an inspection. Our goal is to resolve your complaint to your satisfaction as quickly as possible.
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
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