Our mission is to be the best motor retailer as judged by you.

The steps we take to handle complaints

It is never our intention to cause inconvenience to you, we will always do our utmost to resolve a complaint to your satisfaction. We will endeavour to address your complaint in a fair, consistent and prompt manner. This leaflet tells you how to make a complaint and sets out our complaints handling procedure.

What you need to do

Talk to the General Manager

In the first instance please allow the General Manager of the dealership to assist you with any concerns you may have. For a list of our dealerships, General Manager names and their contact telephone numbers please visit the Customer Services page of our website at www.jardinemotors.co.uk.

Contact our Customer Services team

Alternatively, and for all consumer credit and insurance related complaints, please contact our Customer Services team. Our Customer Service Helpline number is 0800 012 5050 and is open Monday to Friday 9 a.m. to 6 p.m. Or you can write to us at Jardine Motors Group Customer Service, c/o Newcastle Lexus, 22 Benton Road, Newcastle, Tyne & Wear, NE7 7EG. If you wish to contact us via email please visit the Customer Services page of our website at www.jardinemotors.co.uk.

What happens next?

Sometimes we may ask you to outline your complaint in writing, this helps us fully understand your concerns. If we cannot resolve your complaint straight away, we will look into it in more detail. After your complaint has been received, we will take the following steps:

Within a week

We will try to give you a full reply. If this is not possible, we will promptly send you an acknowledgement, which will let you know we have received your complaint and provide you with details of who is dealing with it.

Within four weeks

We hope to have completed our investigations and written to you with our final response. Hopefully, this will resolve the situation but, if you are still unhappy, please contact us at Customer Services. In some cases, we may need more time to respond and if so we will write to you with an update of the situation.

Within eight weeks

In the majority of cases, we will have written to you with our final response. It is highly unlikely that your complaint will not have been resolved by this time but if it has not we will write to you with a further update.

If you are dissatisfied with our final response or the update provided at eight weeks, for insurance and consumer credit complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.

The Financial Ombudsman Service consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Whilst acting as a consumer, if a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by the Motor Ombudsman, the government-backed, self-regulatory body for the motor industry. For details of this service you can call their dedicated Code Advisory and Conciliation Service Consumer Advice Line on 0843 910 9000, submit an enquiry or complaint via the website www.TheMotorOmbudsman.org or write to The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN.

Thank you for taking this time to read our complaints procedure, we do hope that this demonstrates our commitment to customer care.

References to the Jardine Motors Group includes Lancaster Motor Company Ltd, Lancaster Cars Ltd, Lancaster Luxury Vehicles Ltd, Lancaster plc, Lancaster Specialist Cars Ltd, Lancaster Sports Cars Ltd and Spencers Ltd. Lancaster Motor Company Ltd, Lancaster Cars Ltd, Lancaster Luxury Vehicles Ltd, Lancaster Specialist Cars Ltd, Lancaster Sports Cars Ltd and Spencers Ltd are authorised and regulated by the Financial Conduct Authority for credit-related regulated activities and insurance mediation activities. Telephone calls may be recorded for quality and training purposes.