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Complaints Procedure

Knights is committed to providing the highest possible customer service, and customer comments, positive and negative are reviewed regularly. Occasionally things can go wrong, so if you have a concern or are dissatisfied, we’ll do our best to help resolve the issue.

 

For non-financial services related complaints

In the first instance, discuss the problem with us, and we’ll do our best to resolve the issue straightaway for you.

You can contact us:

  • Face to face
  • Email us at mail@theknightsgroup.co.uk
  • Write to: Knights North Staffordshire, Bede Road, Stoke on Trent, Staffordshire, ST4 4GU.
  • Telephone: 01782 572111

We will need:

  • Your name, address, and vehicle concerned if appropriate
  • Details of how we can contact you
  • If it is a Sales or Aftersales issue
  • A description of your complaint
  • Any relevant supporting documentation.

 

Your complaint will then be reviewed by the relevant department manager in Sales or Service.  We will acknowledge your complaint within 48 hours, and then contact you directly to discuss and resolve your complaint within 7 days.

The vast majority of complaints can be resolved quickly by the department manager and we will respond via your preferred channel, via phone, email, letter or face to face.

If you remain dissatisfied with our response, then the Head of Business will review your complaint for our final decision.

Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors.  We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision. 

 

Alternative Dispute Resolution With Motorcodes

 

We subscribe to the Service and Repair Code which commits us to open, transparent and fair methods of business aiming to maintain consistently high standards.

Motor Codes is a government-backed, self-regulatory body for the motor industry. BMW subscribes to the New Car Code, which covers the sale of new cars, warranties, the availability of replacement parts, and advertising and complaint handling.

Motor Codes offers free conciliation if you have a complaint relating to your new car warranty, service and repair or a vehicle warranty product.

0207 3441 651

Email:

consumer@motorcodes.co.uk

Website:

www.motorcodes.co.uk

 

Financial Services Related Complaints

If you would like to make a complaint in relation to a Mini Finance Agreement, please contact us:

Email us at: mail@theknightsgroup.co.uk

Write to us at: Knights North Staffordshire, Bede Road, Stoke on Trent, Staffordshire, ST4 4GU.

Telephone: 01782 572111

We will acknowledge your complaint within 48 hours and do our best to resolve your complaint quickly with a final decision, within 8 weeks, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

 

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within 8 weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

The Financial Ombudsman Service.

Call on:

0300 1239 123

Calls are charged at the local rate, plus your phone company’s access charge.

Or email:

complaint.info@financial-ombudsman.org.uk

Write to:

Exchange Tower
London
E14 9SR