Complaints Policy
How to raise a complaint and what happens next.
Contact details
Company: Orchard Automotive
Company number: 17013640
Address: Bessemer Close
Cardiff
South Glamorgan
CF11 8DL
Telephone: 07985 256317
Email: Email us
VAT No: GB 518 7887 36
Our Commitment
At Orchard Automotive Cardiff Ltd, we are committed to providing a high standard of service to all customers. We value customer feedback and recognise that, on occasion, concerns may arise. When this happens, we aim to resolve complaints promptly, fairly and transparently.
This Complaints Policy explains how customers can raise concerns and how we will handle them.
What Is A Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, relating to:
- The purchase of a vehicle.
- The standard of customer service received.
- Vehicle preparation or condition.
- After-sales support.
- Finance introductions or regulated activities.
- Advertising or information provided by us.
- Any other aspect of our business operations.
How To Make A Complaint
Complaints should be submitted in writing by email to:
sales@orchardautomotive.co.uk
To help us investigate your complaint efficiently, please include:
- Your full name.
- Contact telephone number and email address.
- Vehicle registration number (if applicable).
- Date of purchase or enquiry.
- Details of your complaint.
- Copies of any supporting documents or correspondence.
- The outcome you are seeking.
Our Complaint Handling Process:
Stage 1 – Acknowledgement
Upon receipt of your complaint, we will acknowledge it as soon as reasonably possible.
We may contact you to request further information if required.
Stage 2 – Investigation
Your complaint will be investigated by an appropriate member of management.
The investigation may involve:
- Reviewing documentation and records.
- Reviewing vehicle inspection reports.
- Examining sales and finance paperwork.
- Reviewing communications between parties.
- Consulting with suppliers, lenders or third parties where appropriate.
We will treat all complaints seriously and fairly.
Stage 3 – Resolution
Once our investigation has been completed, we will provide our findings and proposed resolution.
Possible outcomes may include:
- An explanation of events.
- Corrective action.
- A goodwill gesture where appropriate.
- Referral to a relevant third party.
- Confirmation that no further action is considered necessary.
Finance Related Complaints
Orchard Automotive Cardiff Ltd is authorised and regulated by the Financial Conduct Authority and acts as a credit broker, not a lender.
Where a complaint relates to a regulated finance activity, we will investigate the matter in accordance with FCA complaint handling requirements.
In certain circumstances, responsibility for resolving a complaint may rest with the finance provider. If so, we may forward the complaint to the relevant lender and notify you accordingly.
Financial Ombudsman Service
If your complaint relates to a regulated financial service and you remain dissatisfied following our final response, you may be entitled to refer the matter to the Financial Ombudsman Service.
The Financial Ombudsman Service provides an independent dispute resolution service for consumers.
Information regarding eligibility and referral rights will be provided where applicable.
Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection legislation, including but not limited to:
Consumer Rights Act 2015.
Consumer Protection from Unfair Trading Regulations 2008.
Sale and supply of goods legislation.
Any other applicable consumer protection laws.
Record Keeping
We maintain records of complaints received and their outcomes. Complaint information is used to:
Improve customer service.
Identify recurring issues.
Improve internal processes.
Meet regulatory obligations.
All complaint information is handled in accordance with applicable data protection legislation.
Treating Customers Fairly
Orchard Automotive Cardiff Ltd is committed to treating customers fairly and aims to ensure all complaints are handled:
- Professionally.
- Consistently.
- Promptly.
- Impartially.
- With respect and courtesy.
We view complaints as an opportunity to improve our services and customer experience.
Contact Us
Orchard Automotive Cardiff Ltd
20 Bessemer Road
Cardiff
CF11 8BA
Email: sales@orchardautomotive.co.uk
If you have any concerns regarding our services, we encourage you to contact us and allow us the opportunity to investigate and resolve the matter.
At Orchard Automotive Cardiff Ltd, we are committed to providing a high standard of service to all customers. We value customer feedback and recognise that, on occasion, concerns may arise. When this happens, we aim to resolve complaints promptly, fairly and transparently.
This Complaints Policy explains how customers can raise concerns and how we will handle them.
What Is A Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, relating to:
- The purchase of a vehicle.
- The standard of customer service received.
- Vehicle preparation or condition.
- After-sales support.
- Finance introductions or regulated activities.
- Advertising or information provided by us.
- Any other aspect of our business operations.
How To Make A Complaint
Complaints should be submitted in writing by email to:
sales@orchardautomotive.co.uk
To help us investigate your complaint efficiently, please include:
- Your full name.
- Contact telephone number and email address.
- Vehicle registration number (if applicable).
- Date of purchase or enquiry.
- Details of your complaint.
- Copies of any supporting documents or correspondence.
- The outcome you are seeking.
Our Complaint Handling Process:
Stage 1 – Acknowledgement
Upon receipt of your complaint, we will acknowledge it as soon as reasonably possible.
We may contact you to request further information if required.
Stage 2 – Investigation
Your complaint will be investigated by an appropriate member of management.
The investigation may involve:
- Reviewing documentation and records.
- Reviewing vehicle inspection reports.
- Examining sales and finance paperwork.
- Reviewing communications between parties.
- Consulting with suppliers, lenders or third parties where appropriate.
We will treat all complaints seriously and fairly.
Stage 3 – Resolution
Once our investigation has been completed, we will provide our findings and proposed resolution.
Possible outcomes may include:
- An explanation of events.
- Corrective action.
- A goodwill gesture where appropriate.
- Referral to a relevant third party.
- Confirmation that no further action is considered necessary.
Finance Related Complaints
Orchard Automotive Cardiff Ltd is authorised and regulated by the Financial Conduct Authority and acts as a credit broker, not a lender.
Where a complaint relates to a regulated finance activity, we will investigate the matter in accordance with FCA complaint handling requirements.
In certain circumstances, responsibility for resolving a complaint may rest with the finance provider. If so, we may forward the complaint to the relevant lender and notify you accordingly.
Financial Ombudsman Service
If your complaint relates to a regulated financial service and you remain dissatisfied following our final response, you may be entitled to refer the matter to the Financial Ombudsman Service.
The Financial Ombudsman Service provides an independent dispute resolution service for consumers.
Information regarding eligibility and referral rights will be provided where applicable.
Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection legislation, including but not limited to:
Consumer Rights Act 2015.
Consumer Protection from Unfair Trading Regulations 2008.
Sale and supply of goods legislation.
Any other applicable consumer protection laws.
Record Keeping
We maintain records of complaints received and their outcomes. Complaint information is used to:
Improve customer service.
Identify recurring issues.
Improve internal processes.
Meet regulatory obligations.
All complaint information is handled in accordance with applicable data protection legislation.
Treating Customers Fairly
Orchard Automotive Cardiff Ltd is committed to treating customers fairly and aims to ensure all complaints are handled:
- Professionally.
- Consistently.
- Promptly.
- Impartially.
- With respect and courtesy.
We view complaints as an opportunity to improve our services and customer experience.
Contact Us
Orchard Automotive Cardiff Ltd
20 Bessemer Road
Cardiff
CF11 8BA
Email: sales@orchardautomotive.co.uk
If you have any concerns regarding our services, we encourage you to contact us and allow us the opportunity to investigate and resolve the matter.