Complaints Procedure

At Weston Motor Company, we value your feedback. If you have any form of written or verbal communication to express dissatisfaction about any aspect of our service, we encourage you to follow these steps to ensure it is resolved promptly and fairly:

Step 1: Contact Us

Please reach out to us as soon as possible using one of the following methods:

Email: [email protected]

In Writing:

1 Ivetsey Bank
Near Wheaton Aston
A5 (Watling Street)
Staffordshire
ST19 9QT

Step 2: Acknowledgment

Upon receiving your complaint, we will acknowledge it promptly, typically within five business days. We'll provide you with a reference number for your complaint, ensuring easy tracking.

Step 3: Investigation

Our dedicated team will thoroughly investigate your complaint. We may contact you to gather further information if needed. We aim to resolve the issue as swiftly as possible, keeping you informed throughout the process.

Step 4: Resolution

We strive to resolve complaints within eight weeks from the date of receipt. Once we've investigated and reached a resolution, we will inform you in writing of our findings and any proposed actions.

Step 5: Unresolved Complaints

If, for any reason, you're dissatisfied with our response or if eight weeks have passed without resolution, you have the right to escalate the complaint further

Step 6: Financial Ombudsman Service (FOS)

As an independent body, the Financial Ombudsman Service offers a free and impartial service to resolve disputes between consumers and financial firms. If you remain dissatisfied and wish to escalate your complaint to the FOS, you can contact them at:

Financial Ombudsman Service

Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Website: www.financial-ombudsman.org.uk

Please note that the Financial Ombudsman Service typically requires complaints to be referred to them within six months from the date of our final response letter.

We are committed to addressing your concerns fairly and promptly, in line with the Financial Conduct Authority regulations.