John Clark Motor Group Customer Complaints Process
Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we will.
Ways to Make a Complaint
You can make a complaint verbally or in writing by visiting, telephoning, or emailing the Head of Business in the Dealership.You can also visit our website at www.john-clark.co.uk.
If you want to make a complaint about our finance or insurance services then please direct this in writing to Sharon McGuinness, Group Head of Compliance, The Alliance Centre, Greenwell Road, Aberdeen, AB12 3AX.
How we will handle your complaint
We will do all that we can to resolve your complaint the same day no matter how you communicate this to us.
It may take up to 30 days to provide a full response and we may need to call you to request further details to assist our investigations. Once we have all details and have investigated your concerns, we will issue you with a final response no later than 8 weeks.
If there are circumstances where we cannot issue a Final Response in this timescale, we will confirm this to you in writing. We will keep you fully updated with all our investigations.
Finance Commission Disclosure Complaints
If you have a complaint or query about the commission, we received from a finance provider for arranging your finance agreement, this section will tell you how we will process this.
If during our initial investigation, we discover that a Discretionary Commission Model was used for your vehicle purchase, and you purchased your vehicle between 6 April 2007 and 28 November 2021 we will review this under new FCA guidelines.
The FCA have paused the 8-week deadline for us to respond to this type of complaint.We will still acknowledge your complaint, but we will not respond until after 4 December 2025 once the FCA publish their findings.
The FCA are also giving you extra time to refer a complaint to them should you be unhappy with our final response. Usually, you have to take your complaint to the Financial Ombudsman within 6 months of getting a final response from us, but they are extending this by up to 15 months if you were sent a final response between 12 July 2023 and 20 November 2024.
More information can be found here: https://www.fca.org.uk/consumers/car-finance-complaints
All other finance related complaints will be processed in accordance with our existing Complaint Handling Process above.
Financial Services Ombudsman
We will issue you a final response to your complaint.If you are still dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service free of charge – but you must do so within 6 months of the date of our final response.
Please see the above section relating to Finance Commission Disclosure Complaints, and the extended referral times for this type of complaint.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes the delay was as a result of exceptional circumstances. Their contact details are as follows:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
E-mail: complaint.info@financial-ombudsman.org.uk
Website address: www.financial-ombudsman.org.uk/
