Complaints Resolution

What is ADR?

Alternative Dispute Resolution is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps the parties to come to an agreement. It offers all parties an easier, quicker and more cost effective mechanism to resolve complaints when compared to the court process.

Motor Industry Code of Practice for New Cars

We subscribe to the Chartered Trading Standards Institute-approved Motor Industry Code of Practice for New Cars.

Complaints Handling

If you are not satisfied with any response we have a complaint handling procedure that you can use to resolve matters. If you are still not satisfied following the conclusion of this procedure, the Motor Codes Advisory and Conciliation Service will offer free impartial advice and, when appropriate, an Alternative Dispute Resolution (ADR) service that we are fully committed to in the event that you are not satisfied with the outcome of a dispute.

For further information you can visit their website at or call their Consumer Advice Line: 020 7344 1651 (option 1); lines are open between 9am and 5pm Monday to Friday excluding bank holidays.