Customer Feedback

Do you have a concern?

Having been in business for many years now. We consider to have finely tuned our efforts to delivering the very best in customer satisfaction. We always strive to offer exceptional service, value and expertise.

You can be assured that we take all of our customer’s needs and requirements seriously in order to provide the industry leading level of customer satisfaction you can expect from the Cox Motor Group.

We deal with 1,000's of customers every year. We would, of course, be slightly naive to think that we get it perfect every time and, on the other hand, sometimes recognition for excellence gets overlooked.

This is why we love to hear from you, to help us either improve our business or give a note of recognition should you feel it is deserved.

Company Policies

• Financial Conduct Authority (FCA)
• Modern Slavery Statement
• Environmental Policy
• Distance Selling Regulations
• Terms and Conditions
• Privacy Policy

Complaints Procedure

This procedure explains how to make a complaint, how it will be handled, and what you can expect.

1. How to Make a Complaint

If you have a complaint, you can contact us using one of the following methods:

• On Line: By completing the form below.
• In Writing: Write to us at Cox Motor Group, Unit A1B, California Close, MORECAMBE, LA3 3FU

2. Information to Include in Your Complaint

To help us investigate and resolve your complaint promptly, please provide:

• Your name and contact details.
• Details of the product or service related to the complaint.
• A clear description of the issue and any previous dialog regarding the above.
• What you would like us to do to resolve the issue.

3. Acknowledgement

We aim to acknowledge all complaints within 5 working days of receipt. At this stage, we will confirm:

• That we have received your complaint.
• Who will be handling your complaint.
• An estimated timeline for our response.

4. Investigation

Your complaint will be thoroughly investigated by a member of our team. During this process:

• We may contact you for further details or clarification.
• We may review relevant documents, transactions, and communications.

5. Response

We aim to resolve complaints within 15 working days. If the investigation requires more time, we will keep you informed of progress and provide an updated timeline.

Our response will include:

• A summary of your complaint.
• Details of our investigation.
• Our decision and, if applicable, any proposed resolution.

6. External Dispute Resolution

If you remain dissatisfied after exhausting our internal complaints process, you may escalate the matter to an external body:

• The Motor Ombudsman:
  Visit: www.themotorombudsman.org
  Call: 0345 241 3008
  Email: info@tmo-uk.org
  
  
• Citizens Advice Bureau (Consumer Helpline):
  Call: 0808 223 1133
  Website: www.citizensadvice.org.uk
  

For finance-related complaints, you may also contact the Financial Ombudsman Service.

7. Confidentiality

All complaints will be handled with the utmost confidentiality in accordance with our data protection policy.

8. Continuous Improvement

We regularly review and update our complaints procedure to improve our services. Feedback from complaints is used to identify training needs and areas for improvement.