Complaints Policy

How To Complain:

Please let us know if you are unhappy with how we have used your personal information. You can contact us using the details above.

You also have the right to complain to the regulator and to lodge an appeal if you are not happy with the outcome of a complaint. In the UK, complaints such as this can be made to the Information Commissioner’s Office. To find out how to report a concern, please visit their website.

Our Complaints Procedure:

Jordans is committed to listening to our customers' views and welcomes positive or negative feedback. This complaints procedure sets out what you can expect to happen when you make a complaint to Jordans. A complaint is any expression of dissatisfaction by you or your representative. You can complain to us verbally (informally) or in writing (formally).

We aim to ensure that your concern is taken seriously and that you receive a satisfactory answer.

Jordans’ responsibility is to:

• Give you an effective way of raising your complaint.
• Acknowledge a formal complaint in writing.
• Where possible, resolve complaints quickly, sensitively, and effectively.
• Deal with complaints fairly and consistently.
• Deal with your complaint within a fair, specified period.

Please be aware that, if the nature of your complaint is for damage, it may be dealt with by our insurance company.

The complainant’s responsibility is to:

• Bring their complaint, verbally or in writing, to Jordans’ attention, usually within 2 days of the issue arising.
• Raise their concerns promptly and directly with a member of Jordans’ staff.
• Explain the problem as clearly and as fully as possible, including any action taken to date.
• Allow Jordans a reasonable amount of time to deal with the matter.
• Recognise that some circumstances may be beyond Jordans’ control.

If you feel your complaint is of a serious nature, please raise it with our head office in the first instance. Details of how to contact our head office can be found below.

How We Handle Complaints:

• If you contact us with a complaint, we will do our best to resolve it immediately.
• If this is not possible, we will write to you within five working days.
• If we need more time to investigate, we will send you an update within 4 weeks.

Formal Complaints Procedure:

STAGE 1

In the first instance, if you are unable to resolve the issue informally, you should write or send an email to the Administration Manager based at our head office. In your letter, you should set out the details of your complaint, the resulting consequences for you, and the solution you are seeking. Please address your correspondence to the "Administration Manager".

You can expect your complaint to be acknowledged within five working days of receipt. You should receive a response and an explanation within fifteen working days. The addresses and contact details for our Head Office can be found below.

Jordan’s aim is to resolve all matters as quickly as possible. However, some issues will inevitably be more complex and therefore may require a longer period to be fully investigated.

We believe that all complaints should be investigated properly and all facts should be considered. This may involve interviewing staff, retrieving information from our computer systems, visiting a site or location, or involving third parties. Consequently, timescales given for handling and responding to complaints are indicative. If your matter requires a more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, when a full reply can be expected, and from whom.

STAGE 2

If you are not satisfied with the initial response to the complaint, you can write or send an email to Jordan’s Managing Director to ask for your complaint and the response to be reviewed. You can expect the Managing Director to acknowledge your request within five working days of receipt and a further response within fifteen working days.

You can write to our Managing Director at:

Jordans Motors Ltd
45 – 52 Witham
Hull
HU9 1BS

Our alternative contact details are:

Telephone: 01482 222500
Email address: administration.manager@jordanscars.co.uk

FINAL STAGE

If you are not satisfied with the subsequent reply from Jordans’ Managing Director, you have the option of contacting the Motor Ombudsman.

You can register your complaint online using their web form, which allows them to collect all the necessary information from you. When filing a complaint, please be prepared with all the details of your complaint and any evidence you would like to send them, such as the final response from Jordans. You can find the form at:

www.TheMotorOmbudsman.org

However, if you are not able to access their website, you can complete a paper copy of their form and send this to them. You can request a copy of this form by writing to:

The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN

Alternatively, you can call them on 0345 241 3008.

You also have the option of contacting The Financial Ombudsman. You can visit their website at www.financial-ombudsman.org.uk or call them on 0800 023 4567.