Cars2 Ltd Complaints Process

Customer Care

At Cars2 Limited it is our aim to deliver an outstanding customer experience at every step of your vehicle ownership journey and at all our dealerships. Starting from your initial enquiry right through to your aftersales care we want you to be completely satisfied. We take customer satisfaction very seriously and this is the core around which we operate.

What if I need to raise an issue?

Do you have a query or need help with anything else? The easiest and quickest way to resolve your concerns would be to get in touch with the team member or dealership you have been dealing with. The name and contact details will be on your order form if you have purchased or you can find all our branch contacts by visiting https://www.cars2.co.uk/contact-us/.

What if I need to make a complaint?

If you have been unable to resolve your concerns or issues directly with the dealership or department you have been dealing with, we will help you log a case file with us to help track and get you to the best possible resolution.

We have a dedicated customer support team to ensure that you get the best possible support throughout the process. They can be contacted at csupport@cars2.co.uk. Give them the branch you have dealt with and registration of vehicle. All communications you have are recorded so we won’t miss anything you need.

When handling complaints, our highly trained team follow a four-stage process:

Listen

Firstly, we will listen carefully to your concern and ask for any information we may need.

Investigation

We will talk with you and our team members to investigate how this happened.

Action Plan

We will work with you to agree an action plan to make things right.

Resolution

We will let you know the outcome of your complaint or issue based on the evidence.

What if I can't resolve my complaint with Cars2 Limited?

If you do not agree with the resolution we've proposed for your complaint, we will refer you to the relevant agency that will provide an independent look at your complaint and may choose to change or uphold the resolution we've given you.

If you cannot settle your complaint with us, you may be entitled to refer it to the Motor Ombudsman Service.

The Motor Ombudsman is the automotive dispute resolution (ADR) body. It is the first voluntary and fully impartial private sector ombudsman for the automotive sector, providing a self-regulatory environment for the industry using its Chartered Trading Standards Institute (CTSI)-approved Motor Industry Codes of Practice.

The Motor Ombudsman is a certified Alternative Dispute Resolution (ADR) provider who can assist with resolving disputes that arise between consumers and businesses regulated by the Financial Conduct Authority.

For more details on codes of practice

visit: https://www.themotorombudsman.org/consumers/our-codes-of-practice

For more details including contact details visit: https://www.themotorombudsman.org/consumers/make-a-complaint

If your complaint is with regards to the finance on your vehicle and we cannot resolve the issue you can contact The Financial Ombudsman Service who can assist with resolving disputes that arise between consumers and Code-accredited businesses.

For more details including contact details

visit: https://www.financial-ombudsman.org.uk/