Hartwell plc
prides itself on providing excellent customer care. However, we accept that
there are times when we get it wrong and that you need to bring these times to
our attention so that we can resolve your complaint quickly.
Complaints
that you may have about Hartwell plc are likely to fall into 3 different
categories and we would be grateful if you would follow the appropriate route
for your complaint as outlined below:-
1)
Complaints
concerning sales or after sales
a.
In the first instance telephone the relevant department manager at the
dealership;
b.
If they are unable to resolve your complaint, please put your complaint
in writing (either by letter or e-mail) to the General Manager of the
dealership;
c.
The General Manager will respond to your complaint within no more than 7
days;
d.
If you find the General Manager's response to be unsatisfactory, or they
do not respond within the given timescales, please send a copy of your original
complaint, together with any response you have received from the General
Manager, to either:-
Customer Care, Hartwell plc,
Faringdon Road, Cumnor, Oxford, OX2 9RE
or
customer.care@hartwell.co.uk;
e.
Customer Care will respond within no more than 14 days;
f.
We are confident that the above process will resolve your complaint to
your satisfaction, but if you do not feel this is the case having exhausted the
process, you are of course at liberty to take external advice. Any
correspondence from external agencies should be addressed to Customer Care at
the above address.
2)
Complaints
concerning Consumer Credit
Please follow steps a - e above.
However, if you do not feel that having followed these steps your complaint has
been satisfactorily resolved from 6 April 2007 you have the right to refer your
complaint to the Financial Ombudsman.
Details about how to contact the
Financial Ombudsman can be found at
www.financial-ombudsman.org.uk or by telephoning 0845 080 1800.
3)
Complaints
concerning general insurance sales
Complaints concerning general
insurance sales can take a little longer to investigate and resolve than other
complaints as they involve third party insurers.
a.
Please put your complaint in writing by letter or e-mail to the General
Manager of the dealership;
b.
The General Manager will acknowledge your complaint in writing within 5
working days;
c.
The General Manager will write to you with their findings within 14 days;
d.
If you find the General Manager's response to be unsatisfactory, or they
do not respond within the given timescales, please send a copy of your original
complaint, together with any response you have received from the General
Manager, to either:-
Customer Care, Hartwell plc,
Faringdon Road, Cumnor, Oxford, OX2 9RE
or
customer.care@hartwell.co.uk;
e.
Customer Care will respond within no more than 21 days;
f.
If you do not feel
that having followed these steps your complaint has been satisfactorily resolved
you have the right to refer your complaint to the Financial Ombudsman(see above
for contact details).
