Complaints Procedure

Culloden Cars - Complaints Procedure

We are well known for our high standard of customer care however, sometimes things go wrong and when it does, we would like you to tell us about it so we can learn from it and continually get better at what we do best, which is Amazing Customer Service.

Formal Complaints Procedure

The purpose of this policy is to provide information on how we will handle any complaints made to us and what you can expect from us.

Stage 1

We encourage you to try and resolve the issue with the staff member dealing with your concern in an informal way.

How To Contact Us

We want to make it as easy as possible for you to contact us in the event of a complaint. You can contact us using any one of the following methods,

1.    By completing our online enquiry form here: Culloden Cars Enquiry Form

2.    By Telephone on 01463 792211

3.    By Email [email protected]

4.    Or write to us at Culloden Cars, 1 Barn Church Road, Culloden, Inverness, IV2 7WB

Your complaint will be acknowledged within 5 days and a full response within 14 days.

Stage 2

If you remain dissatisfied with the outcome of your initial complaint (Stage 1) please reply to our initial response asking for your complaint to be reviewed. Your email will be acknowledged within 48 hours, and you will receive a full and final response within 7 days. Your complaint will be reviewed by:

Craig Walker - Managing Director

For complaints regarding your finance agreement.

We will provide written acknowledgement of your complaint within 5 working days. We will carry out a full investigation in to your complaint and provide a Final or Other Response within eight weeks from the complaint being received, we will write to you with the outcome of the investigation outlining our reasons for making our decision. If for any reason we cannot complete our investigation within an 8 week time limit we will write to you with an explanation for the delay and advise you of an estimated time for our response.

If you are unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service to investigate your complaint for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You will need to contact them within 6 months of our final response letter – and they'll ask to see the letter as summary of our investigation of your complaint.

You can find more information at www.financial-ombudsman.org.uk or they can be contacted using the following numbers

From a UK landline: 0800 023 4567

From a UK mobile: 0300 123 9123

Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.