At Lookers we endeavour to continually develop and improve the service we provide to our customers.
If you have feedback regarding your experience that you would like to share with us, whether that be recognising a member of our team or an idea to help us improve our customer service, contact us today on one of the below methods:
Email: CustomerFeedback@Lookers.co.uk
Write to us: Fleet Financial, 7 Mallusk Drive, BT36 4GX
Call us: 02890 849777
If we have not met your expectations and you're not happy with the service we have provided then please accept our sincere apologies. By making a complaint, you're giving us the opportunity to investigate and improve our services for you and for everyone.
You can raise a complaint about any of the services you have been provided with by Lookers which include but are not limited to:
• Vehicle & Aftersales Complaints
• Finance Complaints
• Data Complaints
How to contact our Customer Service and Complaint Resolutions Team
Call us: 0191 298 1425
Email us:
For complaints about the vehicle and/or aftersales either before or after the sale, please email VehicleComplaints@lookers.co.uk
For complaints about finance or how we have handled your data, please email FandIComplaints@lookers.co.uk
Write to us:
Customer Service and Complaint Resolutions Team,
Lookers House,
3 Etchells Road,
West Timperley,
Altrincham,
WA14 5XS
When you can expect a response:
For all complaints we will acknowledge your complaint within 5 working days of receipt.
For vehicle and sales complaints: Within 14 days we will contact you to discuss your complaint and seek a resolution which is fair and reasonable.
For data complaints: Within 1 month we will either write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation.
For finance complaints: Within 8 weeks we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation
All complaints received are treated with confidentiality and in accordance with the requirement of data protection legislation
We will always strive to investigate and resolve your complaint promptly, fairly and as a minimum, we will ensure that we:
Vehicle & Aftersales Complaints
Acknowledge your complaint in writing within 5 working days of receipt
Investigate your complaint fully and impartially obtaining all information as necessary
Within 14 days we will contact you to discuss your complaint and seek a resolution which is fair and reasonable. If we are unable to meet this service level agreement, we will contact you to confirm the progress of our investigation detailing the reasons for delay.
If following your discussions with Lookers, you remain dissatisfied, you may refer your complaint to The Motor Ombudsman (TMO) or The National Conciliation Service free of charge:
The Motor Ombudsman (UK Only)
Website: themotorombudsman.org
Telephone: 0345 241 3008 (option 1)
Address:
The Motor Ombudsman
71 Great Peter St,
London
SW1P 2BN
Email: Using their web enquiry form on the Contact Us page of TMO Website here.
The National Conciliation Service (UK Only)
Website: nationalconciliationservice.co.uk
Telephone: 01788 538 317
Address:
NCS
2 Allerton Road
Rugby
CV23 0PA
Email: contact@nationalconciliationservice.co.uk
Finance Complaints
Acknowledge your complaint in writing within 5 working days of receipt
Investigate your complaint fully and impartially obtaining all information as necessary
Within 8 weeks we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.
Our response letter to you will set out our view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint. In both circumstances, we shall provide a full explanation of how we have reached a decision.
If once you have received our final response or after eight weeks, you are not satisfied with our response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS):
The Financial Ombudsman Service (FOS) (UK Only)
Website: financial-ombudsman.org.uk
Telephone:
0800 023 4567
0300 123 9123
Address:
Exchange Tower,
London
E14 9SR
Email: complaints.info@financial-ombudsman.org.uk
Data Complaints
Acknowledge your complaint in writing within 5 working days of receipt
Investigate your complaint fully and impartially obtaining all information as necessary
Within 1 month we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.
Our response letter to you will set out our view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint. In both circumstances, we shall provide a full explanation of how we have reached a decision.
If following your discussions with Lookers, you remain dissatisfied, you may refer your complaint to The Information Commissioner’s Office (ICO) (UK Only):
The Information Commissioner's Office (ICO) (UK Only)
Information about how to make a complaint the ICO can be found here.
