Stenhouse Car Sales is committed to providing a reliable and quality service to our customers. If however you are unhappy with any aspect of the service provided, we need you to tell us about it. Stenhouse Car Sales believes that if a customer wishes to make a complaint or register a concern they should find it easy to do so.

It is our policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better service.

If you have a complaint please contact us with the details. Your complaint must be made in writing, either by letter or email and must specify the ground or grounds that form the basis of your complaint against us.

We will investigate your complaint in full; this will normally involve passing your complaint to management who will review the matter and speak to the member of staff who acted for you. Upon investigation we will respond and send you a detailed written reply to your complaint, including suggestions, if any, for resolving the matter. At this stage, if you are still not satisfied you should contact us again and we will look at reviewing the decision with a member of our senior management team.

We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If you’re unhappy with the final response you get and your complaint is relating to regulated financial services, the Financial Ombudsman Service may be able to help. The Financial Ombudsman is a free, independent service for settling disputes between financial services firms and their customers. It can deal with complaints about a wide range of financial matters – from pet insurance to stocks and shares. It will ask the financial firm to explain what it thinks happened and then decide whether to uphold your complaint.